Are you still able to contact customers from the app after the update?

[michelle22]

Has anyone found a way around the new 'simplified' app updates they have done? I previously used my customer database to call and message clients prior to their sessions and to confirm orders etc but the latest updates have taken away the ability to call or text from within the app. I now only have the option to copy the number but most of my texting requires me to copy and paste to multiple clients so it has made the process so much longer to now save the message into notes, go to square, copy the number, close the app, open messages, paste number, go to notes, copy message again, go back to messages, paste the note to send in stead of just selecting the client in the app, pasting and messaging and then selecting next client etc. 

It may seem like a small thing but when you have to do it every day to multiple clients, it has added sooooo much extra time and work around to what was previously such a simple and easy task. The new updates have also hidden all the client info under tabs so now to see all the notes I have to go to another screen instead of just being able to scroll down and see all of the information i needed on the one screen. Its so frustrating. I contacted support to see if i could revert to the previous version but was told no and to post here in the hopes the app designers may see it and change it back. Anyone got any other app design ideas they would love changed or added?

[Laurie_ · Accepted solution]

Hi @michelle22,

Welcome to the Seller Community! Thank you for sharing your feedback on the recent Point of Sale updates.

I'd love to flag this with my team, as it sounds like something that’s causing more hassle than it should.

Just to compare, I’m currently using the Point of Sale app on an Android device with the latest software and app version 6.53. I'm still able to go into customer profiles and select either their number or email to send communications directly from the app.

Here’s what I do:

1. Open the Square Point of Sale app.
2. Go to More > Customers > Select customer profile.
3. On the Customer Profile page, the email and contact number appear in blue. When I select either, a small window pops up, offering options to 'Copy', 'Call', or 'Send text message/Send email'.
4. Once I choose an option, I’m directed to the relevant platform to send the communication.

If these steps aren’t working for you, could you confirm the brand and model of your device and whether your device software is up to date? Also, let us know if you’re using any other apps along with Point of Sale, and whether they’re running on other devices.

We’d like to rule out any variations across devices before moving forward. 🙂

[Laurie_ · Accepted solution]

Hi @michelle22,

Welcome to the Seller Community! Thank you for sharing your feedback on the recent Point of Sale updates.

I'd love to flag this with my team, as it sounds like something that’s causing more hassle than it should.

Just to compare, I’m currently using the Point of Sale app on an Android device with the latest software and app version 6.53. I'm still able to go into customer profiles and select either their number or email to send communications directly from the app.

Here’s what I do:

1. Open the Square Point of Sale app.
2. Go to More > Customers > Select customer profile.
3. On the Customer Profile page, the email and contact number appear in blue. When I select either, a small window pops up, offering options to 'Copy', 'Call', or 'Send text message/Send email'.
4. Once I choose an option, I’m directed to the relevant platform to send the communication.

If these steps aren’t working for you, could you confirm the brand and model of your device and whether your device software is up to date? Also, let us know if you’re using any other apps along with Point of Sale, and whether they’re running on other devices.

We’d like to rule out any variations across devices before moving forward. 🙂

[michelle22]

Hello, yes that’s exactly what I used to do and it was amazing but the new update has taken away those options for me and I now only have the copy number option. I am using an IPhone 13 Pro Max iOS version 17.6.1. I just use the point of sale app and don’t have it running on any other device. I’m currently using the most current/updated version of the app

Any help or ideas you may have to get it back would be very appreciated

thanks so much 

[Laurie_]

Got it, thanks for clarifying, @michelle22!

I’ve brought this to my team’s attention to ask if this functionality will return to the Square Point of Sale app on iOS devices in future updates. I’ll keep you posted once I hear back!

[Laurie_ · Accepted solution]

Thanks for your patience while we investigated this, @michelle22!

I received an update this morning, and it turns out the feature was removed from iOS devices as part of the Square Messaging update for international markets, which isn't yet available in Australia. The team is now working to re-enable this feature for iOS devices in countries where Square Messaging isn't available.

The fix should arrive in either the October or November 2024 update. In the meantime, I've requested that your app be reverted to the previous version to restore the option to send text messages/emails. Please close and reopen your app to see the change. Once the long-term fix is live, you’ll be able to update the app as usual. 

If you run into any other issues, feel free to let us know! 🙂

[michelle22]

Hello, it has worked great since you reverted it however I just logged in this morning and the app has updated again to the new version which doesn’t have this again. Could you revert mine to the old version again? Is there a way I can turn off the auto updates until it’s fixed?

[michelle22]

Hi @Laurie_ any chance you could get them to revert this again for me? Sorry to nag I know I only asked a week ago but It’s my busiest time of year and I am struggling since it updated again and took away the option to message and call within the app. Is there a way I can stop it auto updating once it’s reverted again until it’s fixed?

Thanks for all your help!

[Laurie_]

Hi @michelle22, apologies for the delay in getting back to you on this thread!

I’ve amended my original reply after realising the timeline didn’t quite line up. It appears you were using an earlier version of the app before the fix was fully rolled out in version 6.55, which became available on the App Store on November 5th. You should now have messaging functionality fully restored, which will apply to future updates as well.

Thank you for bringing this to our attention—your feedback helped us address this for all Sellers using SPOS on iOS devices. 🙏 Please feel free to reach out anytime to flag issues like this; it’s a big help!