Customer screen update

[Not-Happy]

Latest update on the customer screen and NO help from Square!

"Check in for free rewards" right over the logo on the customer screen! I emailed on March 3rd and heard back on March 4th. I was told:

"While I can definitely address general hardware inquiries, you’ll want to speak directly to a hardware specialist for help with in-depth questions about Square Register.

I’m transferring your case directly to a hardware expert who can better help answer your questions. You should see an email from them shortly, so keep an eye out."

It's been a week and no word and it's not fixed!

If they can "definitely address general hardware inquiries", what am I waiting for? Why has my register (purchased outright) been changed (without my permission) with no way to turn this feature on or off? 

This is not the first time we had issues with updates and no response. We have 5 P.O.S. systems with Square and are not happy with customer support!  

Does anyone know of a better company to do business with?

[lenjobakes]

Hi @Not-Happy,

I'm sorry to hear of your poor experience with the Square support team.

I did a little digging and I found a way to turn off the "check in for free rewards" on the customer screen:

Navigate to Settings > Add-Ons > Loyalty. Press the 3-dot menu in the top right corner once on the Loyalty page and a menu will pop up. Hit Go to settings.

Scroll down and there is a "Customer check-in on customer display" option with a toggle - toggle that option off. That'll remove that banner from your customer screen.

I tried to do a quick video that shows the steps; hopefully it's clear!

Feel free to tag me in a reply if you have any questions or if this doesn't work for you!

[Not-Happy]

Hi lenjobakes,

Is that Android or Apple? I don't have "add ons" under settings.

Thank you

[lenjobakes]

Hi @Not-Happy,

It's the Register screen, so just the operating system that it comes preloaded with.

Have you done all the recent updates for your Register?

When I get in to the shop today I'll take another look to see if there's a different way to access those settings.

(In order to help me see your reply, hit "@" before my username 🙂).

[_Violet]

Hi there @Not-Happy, thank you for reaching out and bringing this to our attention. Additionally, I see this is one of your first posts here so I'd also like to welcome you to the Square Seller Community 👏

Sorry to hear that our Support Team has not followed up with you yet. From what you mentioned, it sounds like an advocate from our General Queue Support Team picked up your case and transferred it to our Hardware Team. Before joining the Seller Community, I provided support for the Square Register over the phone so I'm more than happy to help you out with this.

I recommend starting out with trying the Customer Display troubleshooting steps listed here. If you are still experiencing this issue after running through those steps, the next thing you'll want to do is perform a Factory Reset on your Square Register, per the "Reset your Register" steps listed in the same support article.

The reason for this being as @lenjobakes mentioned above, your Customer Display could be due for a software update. However, the updates specifically for your Register's Customer Display are separate from the updates for your main Register. The only way to update the Customer Display itself is by performing the Factory Reset. This will force any available updates to begin installing on the Display. This process can take some time, depending on how many updates need to be installed so I recommend doing the reset before you open or after your close for the day since you won't be able to take payments on the Register until the reset is fully complete.

I hope that these tips do the trick for your Display but please do let me know how it goes, I'll keep an eye out for your reply! 👀

[lenjobakes]

Hi @Not-Happy,

I just checked and you can access the same screen through Settings > Loyalty. When you enter settings, you should see Loyalty come up under Cash Management on the left side (you might have to scroll a bit.)

You'll get to the last screen in the video with the toggle.

Try that? Or try @_Violet's suggestion of a factory reset 🙂