thread Re: Gift Card redemption issues? in Orders, Menu Items, Catalog & Fulfilment

Gift Card redemption issues?

SimonH — Sun, 21 Sep 2025 08:08:09 GMT

Has anybody else encountered issues with using Square Gift Cards both physical and e-cards when redeeming - the example I am using is 3 items, at £30.45 and trying to redeem a £10 gift card, I have tried putting it through for the whole amount which then creates an automatic split, and also splitting £10 payment for another to follow for the remainder. On both occassions it says successful, then reverts back to the bill screen, on which it crashes showing the full amount, no mention of the redeemed gift card. I have to then hard restart.

Support aren't very helpful on it.

I'm rather angry after having spent £200 on physical gift cards which now don't work!

Just wanted to know if anybody else had encountered the issue?

Re: Gift Card redemption issues?

Lou8 — Fri, 01 Nov 2024 12:46:52 GMT

Hi @SimonH , thanks for posting on the Community.

I'm sorry to hear our Support Team wasn't able to help.

I couldn't reproduce this behaviour on my end, but I'll take a look and see if I can find any mention of a similar issue or a ticket filed by our engineering team. Can you confirm your current set up (Square hardware and/or device used) ?

Re: Gift Card redemption issues?

SimonH — Fri, 01 Nov 2024 17:55:25 GMT

It's currently with the Square Engineering team. Using a standalone Square Terminal with Square Restaurants.

Re: Gift Card redemption issues?

Lou8 — Fri, 08 Nov 2024 12:05:55 GMT

Thanks for letting me know @SimonH , glad to hear it's being looked at !

I suggest keeping the conversation on your main case to avoid any confusion. These tickets can take time to resolve depending on the complexity of the problem, but the team member assigned to your case will update you directly once they've found a fix.

Let me know if there's anything else I can do to help in the meantime.