thread Re: Customers cant redeem rewards? in Payments Troubleshooting

Customers cant redeem rewards?

botw1 — Sun, 21 Sep 2025 07:38:03 GMT

I have Loyalty program set up where if the customer earns 5 Wicks, they can redeem a free item.

At checkout, they can see that they have earned the 5 wicks but theres not option to redeem the reward.

I tested it myself, even adding a new item to redeem and this is as far as you get.

Please let me know what options I need to change up.

Re: Customers cant redeem rewards?

Seamus — Mon, 27 Mar 2023 05:15:18 GMT

Hi @botw1,

The ability to redeem a reward via Square Loyalty is based on the customer entering the phone number tied to the Loyalty account upon checkout. In testing, have you entered the correct phone number on the website?

Also, are you trying to redeem the required number of items to generate Loyalty points in the same transaction as the reward? Or had the correct number of points already been accumulated already via past transactions?

Re: Customers cant redeem rewards?

botw1 — Mon, 27 Mar 2023 08:46:21 GMT

Hi Seamus,

Yes. The correct details have been entered, hence why the screenshot above knows and shows how many points I currently have.

As per my query, I'm trying to redeem rewards as per my points system. My minimum is collect 5 points to redeem a reward. I've got 6 points and there is no option to redeem anything.

It only shows the reward with no way to claim.

Re: Customers cant redeem rewards?

Arie — Tue, 28 Mar 2023 05:58:18 GMT

Hi @botw1, just stepping in for Seamus here 🙂 Have you added an eligible candle to be redeemed as the reward to the checkout as well?

Re: Customers cant redeem rewards?

botw1 — Tue, 28 Mar 2023 06:08:50 GMT

Hi Arie,

Yes I've got an item that should be redeemed. What do you mean eligible though? What makes it eligible?

Re: Customers cant redeem rewards?

Arie — Tue, 28 Mar 2023 23:16:06 GMT

Thanks for sending through this screenshot, @botw1!

The customer would be able to redeem the item "Free 6oz Candle" if they've added it to the checkout. If you have a range of 6oz candles, that can be redeemed once the customer has collected 5 points, you'll want to add every candle that they can choose from under Items in the reward rule.

Re: Customers cant redeem rewards?

botw1 — Thu, 30 Mar 2023 10:39:36 GMT

Oh okay, I understand now.

Thanks!