Loyalty balance texts to customers not workimg

[Vapors]

Hi everyone 

signed up to the loyalty program which is working fine, but the send points balance texts to customers aren't working - any ideas? Thanks!

[Summer2024 · Accepted solution]

Hi, @Vapors ! Welcome to the Square Community! 

I'm sorry to hear that the loyalty texts aren't working. I'm going to outline some troubleshooting steps. If they don't work, please let me know and I can escalate to our Loyalty team! 

Check Customer Phone Numbers

• Make sure your customers have valid mobile numbers saved in their profiles (not landlines or missing digits).

• You can review this in:
  Dashboard → Customers → Directory → [Customer Name]

Confirm SMS Notifications Are Enabled

• Go to your Square Dashboard and check your Loyalty settings:
  Dashboard → Loyalty → Settings → Notifications
  Make sure "Send point balance updates via SMS" is turned ON.

Review Consent

• Customers must opt in to receive SMS when enrolling in your loyalty program. If they didn’t check the box during sign-up, they won’t receive texts.

1. Customer Carrier Issues

   • Some carriers may block short-code SMS by default. Encourage customers to text “START” to your Square Loyalty short code (typically 87547 in AU/US) to re-enable texts.

2. Check Message History

   • In a customer’s profile, scroll to the bottom to see if any messages were attempted or failed to send.

I hope this helps!