LOYALTY "Sign Up" prompt after customer already Signed In

[BBTH]

I have been using the Square Loyalty program for 8 months (since April 2021).  There is one problem that I haven't figure out yet:

After the returning customer signed in and paid for their transaction, Square Loyalty would still ask them to "SIGN UP".  Some customers would press the "No Thanks" button (because they already signed in at the beginning of the transaction), and thus resulting in no points claimed to their account.

This problem happens infrequently but daily.  If anyone has any insight, please help.

Thank you.

(I am using the Square Register if that helps).

[pessosices]

Hey @BBTH 

@This tends to happen just the first time that the customer uses the new Check In during the transaction feature. They need to finish the process and tap through sign up at the end one time, and then after that they’ll be good to go with just Check In beforehand. Think of it like a full Opt In and Agreement to the terms of the Loyalty program and using their phone number. 

[BBTH]

Thank you for the fast response!  

Let me see if I understand it correctly.  This problem happens if a customer already has an account created by someone else (either automatically linked through their credit card or manually by me—the seller).  The customer needs to hit the “sign up” button by himself/herself to prevent this problem from happening again. Right?

[pessosices]

Happy to help @BBTH 

Pretty close - they could very well have signed up themselves before, but it may have before the new Check In feature was launched. There could be other reasons too. But typically as soon as they go through the whole thing and do the sign up at the end one time now, then they’ll be able to just do the check in at the beginning from the next time on. 

[BBTH]

I'm the original poster of this thread. I'm just coming back to update my experience.  

It is now August 15th, 2022 (8 months since I first posted about this issue.)  I am still experiencing this problem on a daily basis.  Even some frequent customers, who have already signed up previously, are still prompted to "Sign Up" for a loyalty account after they finished paying for the transaction.  It's not a significant problem, but it is an annoying problem.  My cashiers and I have to keep reminding customers not to press "No Thanks" or else they will lose the loyalty points for the purchase EVEN THOUGH they already "Checked In" with the phone number at the very beginning.   At this point, I'm not sure what is causing this prompt for some customers. Maybe they typed in their phone number, but they are using a different credit card??? Or maybe they typed in the wrong phone number at the beginning, but the credit card they used is already linked to an account so the loyalty program wants them to type in the phone number again to verify????