Why do my customer's Instant Profiles not include names when their names are visible on the receipt?

[bastienal]

The title of this thread has been edited from the original: Instant profile not getting names.

Hi I have instant profile activated. It seems like the customer's names are not being pull from the transaction when registering in this way. The names fields are empty in the customer directory and show only the email instead. I receive a copy of the receipt and I saw their names and email, se they do enter the names correctly. Can someone help me with this ?

[Katie_SQ · Accepted solution]

Thanks for reaching out with your question, @bastienal! I can see that this is your first post - welcome to the Community. 😊 

When a card is swiped or dipped at the Point of Sale, Square should automatically create a profile with the cardholder's name in your Customer Directory, provided the name can be read from the card. The exceptions are if a matching profile already exists, the card is damaged, or if there is no name associated with the card, such as with gift cards.

Given that the names are appearing on the transactions but aren’t showing up in the Instant Profiles, it would be worth reaching out to our Support Team so they can investigate further. They can examine your Customer Directory more closely, and escalate your case to our Engineers if required. When you can, please reach out directly by signing in to your account and heading here.

Sorry I couldn’t be of more help here. If you have any other questions, please let us know!

[bastienal]

Ok. Just to be clear this is for the online store, not in person.

[Katie_SQ]

Thanks for clarifying, @bastienal!
 

In this case, I’d recommend reaching out to our Support Team so they can take a closer look at your account and customer profiles.

When you can, please reach out directly by signing in to your account and heading here.