Wrong logo and business name at the top of eGift Card

[ncardenny]

We just activated eGift Cards at our location and are having an issue I can't figure out. 

When a customer adds an eGift Card to their Apple Wallet, the incorrect logo shows up for our business/location. We have a few locations, and it is pulling the logo from a location that is not active. 

Couple things I have already checked: 

- Our 'site' (just the link to purchase a gift card/check balance) has the correct logo

- Business Settings --> Branding for our location is correctly selected

- Reporting location is correct 

I've been in touch with our account manager, as well as multiple Square support team members and I just keep getting passed off to other people. I'm quite confused because it seems like no one even knows what I'm talking about? 

[rtfulk]

@ncardenny Apple Wallet pulls from a very specific, often hidden, metadata layer called the "Master Account Profile" or the "Global Branding" settings, rather than the individual location settings you've already checked. There's a couple of things you could try.

1. If a location is "deactivated" but not fully deleted, its metadata (ID, Logo, Name) can still be indexed by the Gift Card API.

The Fix: Go to Setting > Account & Settings > My Business > Locations.

Action: If the inactive location is visible, temporarily reactivate it. Upload the correct logo to that location, save it, and then deactivate it again. This "overwrites" the cached image that the Apple Wallet API is grabbing.

Square has two layers of branding. You have already verified the Location Branding, but Apple Wallet often defaults to the Account-Level branding (the very first logo uploaded when the account was created).

The Fix: Go to Settings > Account & Settings > My Business > About.

Check here: Do you see the "old/inactive" logo here? Even if your individual locations are correct, the Apple Wallet API often pulls from this "Global" setting because it treats the Gift Card as a brand-wide asset, not a location-specific one

Apple Wallet passes are often generated using the same assets as your Digital Receipts. If the eGift card was sold through a specific "Location" in the dashboard (even if it's inactive), it might be pulling from the Receipt Branding of that specific ID.

The Fix: Go to Settings > Account & Settings > Payments > Receipts.

Action: Switch the dropdown at the top to each of your locations (including the inactive one if it still appears). Ensure the logo is updated or removed from the inactive location specifically.

It will take about 2 hrs. for Squares servers to sync, Hopefully one of these will fix the problem

[ncardenny]

Unfortunately did not work 😕 my square rep told me that we'd need to reach out to Apple as it's a matter of how our business info is displayed on their end. 

[rtfulk]

I'm sorry that didn't work, but I don't think it's on Apples end. Apple only reads what Square sends them. Square’s eGift Cards use a single, global Wallet Pass template per Square account. That's why Everything is correct on your Square account, but not in your Apple wallet.

What you need to do and this is where it can get frustrating. You need to contact Square and see if you can get in contact with someone on the internal team that works with gift cards. They need to reset Your Square Wallet Pass Root Branding Object.

After the reset you may need to reconfigure your brand settings.

Good Luck.

[ncardenny]

Will try this and report back! Thank you!