Posting in case other sellers are seeing this, and because my support cases have gone unanswered.
What happened: Starting around Oct 29, Square Loyalty began sending duplicate “you earned points” texts to my customers. One customer received 22+ identical messages from a single transaction. Others reported 10–15. The message included the standard Cash App tracking link and STOP opt-out language.
What I ruled out:
- My loyalty ledger shows one accrual event for the transaction that generated 22+ texts. The duplication is not in the accrual — it’s in the delivery layer.
- Program config unchanged since Sept 25. No active promotions.
- Disabled the Cash App integration (at Square’s suggestion) — no effect.
- Told staff to stop taking loyalty check-ins — not reliable under a rush.
What worked: On Oct 31 at 9:55:41am ET I unchecked my location under Loyalty → Settings → Active loyalty locations. The last point accrual recorded was 9:55:16am. There have been zero accruals since, and the duplicate texts stopped. In the 50 minutes before the shutoff, accruals were running at one every 2.3 minutes — so roughly a dozen were expected in the half hour after, and none occurred.
Where I am now: Loyalty has been off for three days. Roughly 400 customer transactions have earned no points. Some customers have replied STOP, which is permanent and can’t lawfully be reversed without new consent. Two cases are open (#123024574 and #123023933) and I’ve had no substantive response to either.
Two questions:
- Has anyone else seen duplicate loyalty SMS in the last week? If this is platform-wide rather than account-specific, that’s worth knowing.
- Has anyone found a way to get a messaging defect escalated past first-line support?
Happy to share exact timestamps with Square engineering. I’m not looking to troubleshoot — I’m looking for a root cause in writing before I turn loyalty back on.
