thread Re: Customer directory in app not loading info in Payments Troubleshooting

Customer directory in app not loading info

Stellar732 — Sat, 20 Sep 2025 14:43:18 GMT

9 April 2019

Hello,

Please merge with another thread if this has already been answered.

I am having difficulty looking up customers' information within the Square point of sale app.

I look up the customer whether in the "Customers" tab or in the "Checkout" screen and their hone number, email, and shipping (home) address are all missing. How am I supposed to verify if I have the correct information if it doesn't display? I really lean on -and rely on- this information with every transaction.

Loyalty, history, and notes are still there.

Yes, I do see it if I am looking on the dashboard, but NOT on the iPad app.
Two sidenotes: 1) I am able to look it up on the iphone, but not the ipad. 2) It worked yesterday.

Thanks!

Have a STELLAR day!

Re: Customer directory in app not loading info

Helen — Thu, 11 Apr 2019 20:18:28 GMT

@Stellar732 Hmm that sounds odd. Have you tried any of these Point of Sale app troubleshooting steps on your iPad? Those steps typically resolve any issues with the app like missing fields.

Or could have signed in to your iPad with a different email address? Try signing out and when you sign back in make sure you use the same email address that you use for your online Dashboard.

If the app still isn't loading information in the Customers/Checkout tab please call our CS team so they can investigate this further and escalate this to our engineering team.

Re: Customer directory in app not loading info

Stellar732 — Thu, 11 Apr 2019 21:17:56 GMT

@Helen ,

Thank you.

I did speak to one of the Square experts on the phone and he instructed me to remove the app from my ipad and re-install it. I felt that was drastic. It did work, though.
thanks again

🙂

Re: Customer directory in app not loading info

Helen — Thu, 11 Apr 2019 21:26:26 GMT

Great! Deleting and reinstalling the app is usually a last resort, but it can help! One important note: The only time you shouldn't try deleting and reinstalling the app is if you have taken payments in Offline Mode.

Thanks for your patience with everything!