@Lovewell In every case where this has come up for us, it was caused by the current limitation of one phone number per Loyalty account. Customers were doing online ordering with their spouse's phone number and forgetting that their loyalty account was in theirs, and vice versa.
The way our online store checkout works, they don't actually need to "sign into" their accounts. As long as the phone number they are using for the order is tied to a loyalty account, it should show available rewards and point collection information. I looked around help and settings screens and see absolutely no settings where we a disable or change that in our online stores. I even asked Square AI if it was possible to disable loyalty in our online stores and it responded that this was not currently possible.
Of course, it would help if your customers could show you screen shots, or something even as simple as error messages. Or if they could give you the phone number they were using to order so you could look it up in your directory. Anyway, so far (knock on wood) it has always been the one number, one account limitation for me.
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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