Why does my loyalty program track sales on my iPhone app but not my tablet app?

[jmcowan]

I have the Square app set up on an iPhone and a Samsung tablet for the same account. Both work correctly for all transactions. With that being said, after I activated the loyalty program, only my iPhone app prompts to input the customer's phone number to track the sale and earn points. The tablet app finishes the sale with no prompting for a phone number. When I go to my customers in both apps, I see that the loyalty program is activated and that customers have points from sales processed on my iPhone app.

Both apps are currently up-to-date but I don't know why I'm experiencing differences between the two for the loyalty program.

[12Eleven]

You’ll have to look into each section but I experienced a delay in figuring this out. It’s a minor setting. Try going into the settings from the app on your tablet. I understand your pain also you can look at your dashboard and check under loyalty. 

I wish i sh I had a clear answer but it just takes a little digging. 

[jmcowan]

Unfortunately, I've looked in every section of the tablet app and there is nothing specific to the loyalty program. I can look in my Customers section and see the groups which includes a list of those in the loyalty program, but that's it. No ability to change or activate anything.

[Chad]

That's really weird @jmcowan. What version of Android OS are you running on the tablet? 

[jmcowan]

I'm using Android version 5.1.1.

[Chad]

@jmcowan you might want to update the OS on the tablet. The latest version is Oreo (8.0). Some features of Square Point of Sale are unavailable on older operating systems. For example some Loyalty features won't work on iOS 9 for Apple devices. 

[jmcowan]

Okay, thank you. I'll try that and hopefully it fixes the issue.

Thanks!

[jmcowan]

I checked and the tablet says it is up to date and there are no other system updates available. 😞

[Chad]

Oh no! @jmcowan, well just to double check have you tried doing test purchases that qualify for a star? If so does it just skip to a new sale after the receipt screen? 

[jmcowan]

Yes, after each sale on the tablet, it goes directly from the receipt screen back to the Item/Checkout list. I have all of my items set up for a reward so all should be asking to input the customer's phone number.

I did a sale a few days ago and then refunded it because it did not track the star/points. When I did it on my iPhone, it immediately prompted to input the phone number and generated points for that customer.

[Chad]

I see @jmcowan. I recommend reaching out to our Customer Success Team so they can take a closer look at your account. There's a chance that it could just be a glitch on the app on the tablet or it's being limited due to the operating system.