Summary:
Please add letter indicators (ABC, DEF, etc.) to the on-screen PIN pad used for debit transactions.
Details:
We’ve noticed that many customers attempt to spell words with their PINs (for example, “LOVE” or “BANK”) as they would on a traditional telephone keypad. However, the current Square PIN pad only shows numbers, which causes confusion for some customers who are used to associating letters with numbers when entering their PIN.
By adding the standard telephone keypad letter mappings — for example:
2 (ABC)
3 (DEF)
4 (GHI)
5 (JKL)
6 (MNO)
7 (PQRS)
8 (TUV)
9 (WXYZ)
— Square could make the experience more intuitive and prevent hesitation or errors during PIN entry.
Benefit:
Improves accessibility and familiarity for customers who rely on mnemonic PINs.
Reduces transaction delays caused by confusion at checkout.
Aligns Square’s user experience with traditional debit terminals.
@isabelle - We talked about this briefly on a recent call, but I had another customer mention it directly again today. As I mentioned before, I’ve also seen several high-volume retailers using printed keypads at their POS to help customers who associate letters with numbers when entering their PINs.
I’ve attached a photo of a retailer I came across recently doing exactly this - it really highlights how common the need is.
