thread Re: Why is contact information hidden on some customer profiles? in Customer Engagement

Why is contact information hidden on some customer profiles?

KnightWatch — Sun, 21 Sep 2025 10:04:44 GMT

Why is contact information hidden on some customer profiles and not on others?

Re: Why is contact information hidden on some customer profiles?

Minion — Wed, 08 Nov 2023 23:14:08 GMT

I just actually came across this the other day when i went to schedule in a customer for another appointment i Noticed that their number was just x's. I'm thinking maybe it has to do with them opting out of messages?

Maybe someone else will jump in and clarify that for us.

Re: Why is contact information hidden on some customer profiles?

_Violet — Thu, 09 Nov 2023 18:47:33 GMT

Hi @KnightWatch and @Minion - Thanks for reaching out to us here on the Square Seller Community with this question👋

I reached out to the Customer Directory Support Team and they let me know that this can happen if the customer chooses to hide their info. This has to do with instant profiles. If you scroll down to the bottom of the Customer Profile, you will be able to see the creation source.

I hope this information is helpful but please do let me know if you have any additional questions! 🙂

Re: Why is contact information hidden on some customer profiles?

Minion — Thu, 09 Nov 2023 21:28:46 GMT

@_Violet wrote:
Hi @KnightWatch and @Minion - Thanks for reaching out to us here on the Square Seller Community with this question👋

I reached out to the Customer Directory Support Team and they let me know that this can happen if the customer chooses to hide their info. This has to do with instant profiles. If you scroll down to the bottom of the Customer Profile, you will be able to see the creation source.

I hope this information is helpful but please do let me know if you have any additional questions! 🙂

Amazing. Thanks for doing some digging @_Violet

Re: Why is contact information hidden on some customer profiles?

KnightWatch — Fri, 10 Nov 2023 00:27:20 GMT

I understand. However, that does not explain why we had access to all costomers' information just days ago and now a large portion on our customers have blocked phone numbers and emails.

Coincidentally, Square has recently begun charging a monthly fee for sellers to use their platform to contact our own customers.

Re: Why is contact information hidden on some customer profiles?

_Violet — Sun, 12 Nov 2023 22:51:05 GMT

Hi there again, @KnightWatch - Thanks for following up with that additional context.

If you believe this is an error, I suggest that you get in touch with our Support Team. They'll be able to take a look at your account and Customer List, which we are unable to do here in the Seller Community. Additionally, our Support Team can create a ticket on this issue for our engineers' review if needed.

If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

Thank you,