Loyalty Program - No Screen to enter phone #, so no stars earned - HELP?

[sol_sacre]

The Loyalty Program use to work, I do have clients who earned stars in the past; though i just relized regular clients are no longer earning stars even if they meet the $ threshold and new clients are not getting the phone # screen, actually this never comes up for any transactions. Also, i can't adjust stars in Customer Directory as ther is no option to EDIT LOYALTY. Pleae helpf fix, as I've been paying for this program, though It's not working.

[EJ_]

Hi there, that sounds a bit strange. 

You should at the very least be able to manually add or subtract stars that your customers have earned through purchases. 

Have you made sure that you're running the most up to date version of the Square Point of Sale app? Try uninstalling and reinstalling the app to see if that helps. 

To edit an individual customer’s reward:

1. Log into your Square Point of Sale App.
2. Tap the three horizontal lines > Customers.
3. Select your customer group.
4. Tap on the correct customer (or create a customer).
5. Scroll to Loyalty > tap Edit.
6. Use the + / - tool to edit their number of stars.
7. Tap Save.

In regards to the rewards not being added for each transaction, what was your loyalty program criteria? Have you tried testing it out to see if you're able to earn stars yourself?