Wrong mobile phone number stored with card

[AVsupport]

I have an issue where certain customers when paying with their card, the 'send receipt' will populate with existing information (phone number for text message).

It has happened before and now again, where a wrong phone number is associated with that NFC card payment.

How can that phone number get edited / removed / reset / corrected in the system?

I have tried to associate a customer with the correct phone number to that sale, but as I am trying to re-send that receipt this correct information is ignored and only system phone nr is presented.

@Seamus I have tried to search for information but cannot find.

Is this a known issue?

[Laurie_]

Hi @AVsupport thanks for reaching out here and great question!

With contactless (NFC) payments, the customer's credit card number isn’t actually stored on their phone. When they sign up with a mobile wallet like Apple Pay, Android Pay, or Samsung Pay, they take a photo of their credit card through the app, which then uploads it to their bank. Next, the bank assigns them a “token” which is a randomly generated number that the bank ties to their credit card. 

This may cause incorrect customer information to be automatically populated on the receipt screen. The only way this can be resolved currently is by having the customer that incorrectly received a receipt unlink their details. 

However, when you re-send a receipt from the Transactions page in your app, you should have the option to enter new contact information. Are you saying you're not seeing this option at all? 

[AVsupport]

Li Laurie, 

done some checks:

I've checked on my PC and I can re-issue the receipt with a different mobile phone nr no worries.

It does not pre-populate.

I also tried with the iPhone app, which does not pre-populate, with a local phone nr symantic [0xxx xxx xxx] which did not arrive, even though it said 'sent'. In absence of a keyboard '+' symbol on screen I then typed [0011 61 xxx xxx xxx] which then got sent successfully.

On an iPad Pro, the phone number does pre-populate, but as you say, it can be changed by clicking on it (I was afraid it would send immediately).

Cannot send with 'local' symantic, as above. Also no option to use '+' for country code '+61'. 

This is pretty silly and in my opinion a coding oversight.

I guess messages are coming from HQ +[Redacted] which is US. So, unless information is input for international use, this ain't working as intended.

Also, the next time I tried again, the original (wrong) phone nr remained in the system, even though I sent to a different number.

You'd think that if a phone number is changed for the relevant NFC payment, the system should ask 'would you like to update this information?' - simple Yes/No answer.

Big problem being, if someone somewhere else has made an error at the first ever customer contact with Square, this drags on like a smelly dag in the system at every purchase.

Shouldn't be so hard to update this information, without having to contact customer support.   

[Laurie_]

Hi @AVsupport, thanks for sending through this information!

I'm pleased to hear you're seeing the option to manually adjust the contact number when sending a receipt.

Just so I'm on the same page here, are you saying the issue arises when international customers make a purchase via NFC payment? If you've been able to consistently replicate the issue on your end, we'd suggest reaching out to our Support Team so they can assess whether this function is behaving as expected or not.

Ultimately, if incorrect information has been linked to a phone number, the person receiving receipts incorrectly will see the option to unlink their details, as mentioned above. We wouldn't expect this to be happening on a consistent basis.

[AVsupport]

Laurie,

No, I wasn't saying it's international customers, what I was saying is that Australian (local) customers cannot enter a local phone number (without international area code) as it won't work in the system.

I was hoping you would be able to pass this on to the support team, no?

[Laurie_]

Okay, I'm with you now @AVsupport.

It also looks like you've stumbled into the US Seller Community, rather than the AU Seller Community. 

I was approaching your case as if you had a US Square account. Given that you have an AU Square account, the behaviour you've described is not expected behaviour. 

I've been able to test on an AU Square account using an iPad myself to see if the country code is required when changing the phone number on the receipt associated with the payment card. I found I was able to enter a new phone number without a country code, starting with '04'.

When you have a moment, I still suggest touching base with our Support Team regarding the issue you're seeing so that they may determine whether there is further troubleshooting required on your device, such as iOS personalization settings.

You can reach the Australian Support Team on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time).

[AVsupport]

Hi Laure, you might have been able to enter a phone nr with 04xx xxx xxx but it doesn't send an SMS text. Doesn't arrive. I tried that and it would only send that txt to a phone with the international area code in front of it

I will contact the Australian Support Team as you suggested, Thanks!!

[AVsupport]

submitted. let's see what happens..