thread Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars in Customer Engagement

SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

Lovewell — Sat, 27 Sep 2025 15:17:27 GMT

Hey fam! Not sure if someone has brought this up yet.

A couple of our regulars have mentioned they can’t collect stars through online ordering or it won’t allow them to sign in either. Anyone have insight?

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

ryanwanner — Sat, 27 Sep 2025 15:31:01 GMT

Hey @Lovewell ! I don't think it's just you. I just tried to place an order on my site, logged in as me. It linked me right up, but didn't put in the loyalty information. When I tried to hit the Join button on the loyalty section of the checkout screen, this is the error I got:

So yeah. I think something's borked. @Violet_ @Summer2024 @JJ_ @MayaP or whichever mod is online right now... halp?

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

TheRealChipA — Sat, 27 Sep 2025 15:31:26 GMT

@Lovewell In every case where this has come up for us, it was caused by the current limitation of one phone number per Loyalty account. Customers were doing online ordering with their spouse's phone number and forgetting that their loyalty account was in theirs, and vice versa.

The way our online store checkout works, they don't actually need to "sign into" their accounts. As long as the phone number they are using for the order is tied to a loyalty account, it should show available rewards and point collection information. I looked around help and settings screens and see absolutely no settings where we a disable or change that in our online stores. I even asked Square AI if it was possible to disable loyalty in our online stores and it responded that this was not currently possible.

Of course, it would help if your customers could show you screen shots, or something even as simple as error messages. Or if they could give you the phone number they were using to order so you could look it up in your directory. Anyway, so far (knock on wood) it has always been the one number, one account limitation for me.

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

ryanwanner — Sat, 27 Sep 2025 15:34:03 GMT

As an aside, this is the first time in a while that I've completed an order on the website. I like the new checkout page a lot!

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

TheRealChipA — Sat, 27 Sep 2025 15:35:10 GMT

@ryanwanner Interesting. That post made me fire up my store and try my hand. So far, I'm seeing rewards and it is linking to my rewards account. So whatever is going on doesn't seem to be system-wide. Yet...... LOL

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

ryanwanner — Sat, 27 Sep 2025 15:36:38 GMT

@TheRealChipA Very interesting! I hope that means it's random and will clear itself up in a bit versus the other option.....

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

Lovewell — Sat, 27 Sep 2025 19:08:43 GMT

@ryanwanner @TheRealChipA Thank you guys!! I’m gonna keep checking in with them.

I’ll also try and place an order and see what happens.

Re: SOS ⭐️⭐️⭐️ Online ordering won’t collect stars

JTPets — Sun, 28 Sep 2025 13:44:01 GMT

Following as i constantly have customer complaints about website checkout