Customer Account details missing

SFL — Sun, 21 Sep 2025 10:08:12 GMT

Problem started last year a few times.

A new customer is added. We use custom fields in addition to name, address, phone and such.

When we refer back to the transaction (just after completed or days later) ALL the information we input is gone except NAME, ADDRESS, PHONE.

Our 'custom' fields are text or numerical in design. Example is PASS NUMBER, Drivers License #, License plate # and such.

-This happens ONLY to NEW accounts

-The data is there if we press SAVE and go back into the customer record BUT AFTER the transaction is complete is when it gets 'erased' by Square somehow.

We rely heavy on this information in day to day activities and now manually backing up all records through screenshots or writing down info is ridiculous.

Anything we update from a previous year or pre-existing account is NOT affected. This happens to about 10% of all new accounts. We use IPADS exclusively with occasional IPHONES as needed. This will occur if using WIFI only or if we enable the cellular connection. Our internet connection is a dedicated 40/100 line (Mb down/up).

Anyone else have this issue? Anyone found a resolution?

We add about 1k members a year on average and out Customer Database is pretty Large (16-20K).

It is not a matter of training as I have eliminated that as human error possibility. We now screenshot ALL new accounts with what we input so that we can re-write it all over again once the transaction is done and the data gets erased.

I can't honestly believe that we are the only ones experiencing this.

I have sent in a request for support but not heard back yet.

thread Customer Account details missing in Customer Engagement

Customer Account details missing