Gift Card's Not Showing Up No Matter What

[fadedmoke]

Hi everyone,

I've tried everything to enable e-gift cards... I've checked  Sell eGift Cards in Store and enabled it on the Square Online website, added to navigation... but no matter what i do, it wont show up under my Items/Categories nor on my Square Retail POS app.

Any help here?

[ryanwanner · Accepted solution]

Hello @fadedmoke 

Usually eGift Cards are bought online via the link in your web dashboard (Gift Cards -> eGift Cards -> Settings ), but you can do it from the point of sale. However, when the sale is complete there is still more for the customer to do.

To ring an eGift card from the PoS:

Item Library -> Gift Cards -> Sell eGift Card.

The customer needs to choose the design and enter their email address. This will add the eGift card to the cart and you can continue the checkout process.

Once the customer is in front of their email they need to open the email about the eGift Card and enter the email address of the recipient. Then and only then will the giftee get their card.

It's a lot easier for the customer to just do it themselves online. Less hoops to jump through.

[fadedmoke]

Hey there, thanks for your response.

"Item Library -> Gift Cards -> Sell eGift Card" <--- this part doesn't exist... no matter what i toggle... i cannot seem to get it working on the app/online

[ryanwanner]

Okay that’s odd. I’d recommend giving support a call so they can dig into your account further than we can do here in this forum. Follow the link in my signature to get to someone. 

[BriaMayMassage]

To answer your question about selling eGift cards....

open your square app ---> click checkout "tab" on bottom ---> tap gift cards ----> it'll then give you options to sell physical or digital gift cards or reload or check the balance

My issue is I sell the eGift cards but when they come to use it there isn't an option to charge the eGift card on the app of my phone. I have to use a desktop computer to charge their eGift cards... am I missing something? Do I have to use something else besides my phone? like a terminal.

[ryanwanner]

@BriaMayMassageeGift cards are linked via a customer's name.

To redeem an eGift card, before closing out the order, tap the Add Customer line at the top of the "tape" on the right side of the screen. Enter their name and assign it to the ticket.

When you go to close out the ticket, look for the Card On File payment type. Tap that and the eGift Card should show. Use that to complete the transaction.

Hope this helps!

[BriaMayMassage]

Yes I tried that. I see the card on file on the desktop computer but it says "no card on file" on my phone app.

[ryanwanner]

Okay, that's really odd @BriaMayMassage .

Next thing to check, please: are you running the latest and greatest versions of both Square and the OS of the device you're using? A lot of times under the hood changes can cause random issues if you're not on the latest version.

After that, I think your best bet would be to call into Customer Service. They have ways of looking at your account configs that we can't do in an open forum.

Sorry I couldn't be more help than that! 😞