thread Re: New customers name format in Customer Engagement

New customers name format

portillahg — Sun, 21 Sep 2025 10:06:21 GMT

It looks like something changed this week.

When I exported out customers from the Square website/portal the format was different. I'm exporting all of the customers as CSV.

All of our new customers are in the format of First Name: "Smith/bill" and a Last Name of either blank of a single initial.

It used to be First Name: "Bill" and Last Name: "Smith"

The existing/old customers are in original format.

For us this started on 2/7/2023.

Is anyone else noticing this change?

Is there a way to set it back?

Re: New customers name format

ibrogden — Sat, 11 Feb 2023 23:24:35 GMT

I am seeing this too, new customers are not populating fields correctly, seeing a / character in middle of name instead. Does no one test this stuff?

Re: New customers name format

portillahg — Sun, 12 Feb 2023 15:14:21 GMT

Still busted this morning. Oh well, I guess it will get fixed eventually and I can go back and reconcile the changes... It's tough to not break things....

Re: New customers name format

portillahg — Mon, 13 Feb 2023 11:37:47 GMT

I ended up using their API to correct each one. I'll just do that going forward is all I can think of.

Re: New customers name format

Greenmonkey65 — Thu, 16 Feb 2023 20:50:33 GMT

Having the same problem! Does anyone have a fix yet

Re: New customers name format

MayaP — Thu, 16 Feb 2023 22:22:48 GMT

Hello there @portillahg @Greenmonkey65 sorry you guys running into some issues. I just tested this on my end and not seeing this, if you are able to can you provide a screenshot of what you are seeing? I appreciate it!

Re: New customers name format

Greenmonkey65 — Thu, 16 Feb 2023 23:51:17 GMT

I have supplied a screen shot on my reply below. See the paid by field

Re: New customers name format

Greenmonkey65 — Thu, 16 Feb 2023 23:51:54 GMT

see the attachment on my first reply

Re: New customers name format

ibrogden — Thu, 16 Feb 2023 23:58:55 GMT

Square acknowledged the issue with new Instant Profiles...

Daniel here with Square Application Support. I wanted to follow up on the issue you are experiencing with instant profiles. Your case number is 78346737.

Thank you for bringing this to our attention!

Our engineering team is aware of this issue and working to resolve it as quickly as possible. They will have a solution in place shortly.
I will follow up with you as soon as more information is available. Thank you for your patience in the meantime!

Re: New customers name format

llij96 — Fri, 17 Feb 2023 21:36:01 GMT

Yes, we've noticed this the last couple of weeks too.

It used to display as: John Doe

Now it's displaying as: doe/john

It's inconvenient as I then have to manually change the names back.

P.S. It'd be great if the search functionality on these forums worked better. I searched "customer format" and didn't see anything, so went to start my own thread, and when I named it, then this thread came up because it was similar.