Square Register: Loyalty Features (Redeem Rewards / Claim Points) Have Disappeared

[alexis_gc]

We're experiencing an issue across all of our Square Registers where Loyalty features have completely disappeared.

Specifically:
• "Claim Points" no longer appears at checkout
• "Redeem Rewards" no longer appears after adding a customer
• Customer loyalty information and available rewards are no longer visible on the customer profile

What's strange is that these features still appear and work correctly on our Square app running on iPads using the exact same location, customer, and items.

We've verified our Loyalty settings multiple times, confirmed Loyalty is enabled, and tested across multiple locations and devices. Everything points to a software issue affecting Square Registers.

Has anyone else experienced this recently? If so, were you able to resolve it?

Thanks in advance for any help.

[SVLFever]

Hello @alexis_gc .  I'm sorry to hear that you are having issues.   I also run Loyalty with Square Registers, Stands, Terminals and Handhelds and I am NOT experiencing your issue. 

I'm wondeirng if there is either a software update that needs pushed on your Registers, or if your settings to allow Loyalty on your Register has been accidentally turned off.  I'm going to assume that you have looked at the Register settings which leads to the software update.   Unfortunately I am at home and am doing this from memory, but I believe it's under SETTINGS>HARDWARE>GENERAL>ABOUT.   

Let us know how it goes.

[alexis_gc · Accepted solution]

Issue has been resolved after a recent update from Square.

Here the message we got form their support:

"There was an update that newly gated Loyalty information from your Team permissions, which were set as not allowing visibility to any aspect of the Loyalty system. We've updated it to where they have visibility to the system but no access to change anything, similar to your previous set up."