thread Re: Preauthroizations (Good) Loyalty (Bad) - How do I stop the customer loyalty prompts in Customer Engagement

Preauthroizations (Good) Loyalty (Bad) - How do I stop the customer loyalty prompts

Brewchee — Sun, 21 Sep 2025 11:07:41 GMT

Customers love pre-authorizations, so this BETA program is a keeper.

As a brewery with no kitchen, our customers need their credit cards to order from the food trucks.

But.... Authorizations do NOTwork with the loyalty program, and some of our customers are VERY irritated. So, we have canceled the loyalty program altogether. which stops the first of next month.

Now (strangely), our customers are STILL getting prompted to join the loyalty program at the end of their transaction. I followed the instructions on how to turn this off. (LINK) But, since the "subscription has ended" I am unable to turn it off or remove the add-on. I also can not change the settings

Please help!
-Brewchee

Re: Preauthroizations (Good) Loyalty (Bad) - How do I stop the customer loyalty prompts

sayra — Mon, 11 Dec 2023 16:34:15 GMT

Hello, @Brewchee.

Thank you for sharing your experience with the BETA program. We are sorry to hear about the challenges you've encountered with the loyalty program. We understand how important it is to have a seamless experience for your customers.

To address the issue, we will need to escalate your inquiry to our Square Loyalty team for more insight. For a faster resolution, feel free to contact us directly at 855-700-6000 between 6am-6pm Pacific Time Monday-Friday.

We appreciate your patience and understanding as we work through these issues.

Re: Preauthroizations (Good) Loyalty (Bad) - How do I stop the customer loyalty prompts

sayra — Mon, 11 Dec 2023 18:09:30 GMT

Thank you for your patience as we delved deeper into this matter. Our Square Loyalty team recommends the following steps:

Kindly log in to the standard Point of Sale app on all devices, navigate to More > Settings > Add-ons > Loyalty, and toggle it off. Once this toggle has been switched off within the POS app, sign back in to the retail POS app, and it should eliminate that option from the screen.

We hope this helps. Please let us know if this worked for you.

Re: Preauthroizations (Good) Loyalty (Bad) - How do I stop the customer loyalty prompts

Brewchee — Mon, 11 Dec 2023 20:48:27 GMT

Thank you, I have already canceled my subscription to the loyalty program but there is no toggle. on the settings screen you suggested.

All it says is:

subscription --- Manage (goes to the web)

(subscription ended)

You still have access through the end of your billing cycle

Remove Add-on View Details

(says - you can remove (describes loyalty program)
add-on after your subscription
ends )

After every translation, the customer gets this message

this is what we need to stop displaying.

Re: Preauthroizations (Good) Loyalty (Bad) - How do I stop the customer loyalty prompts

_Violet — Tue, 12 Dec 2023 20:13:27 GMT

Hi @Brewchee 👋 Violet here, following up for @sayra

A member of the Square Loyalty Support Team has sent you an email to continue assisting you with this. Please let us know if you don't see this in your inbox.

Thank you!