Troubleshoot Redeeming Rewards

We want you to be able to make the most of your Loyalty Programme. If a reward is not applying to an item as expected:

• Make sure the item you have added to the basket is in the list of applicable items for the reward. Sometimes, it’s possible that you have two items with the same name and only one is eligible for receiving a reward.

• Check your item configuration. If you have a spend-based Loyalty Programme, make sure your buyer’s items are eligible to accrue points. You are responsible for communicating any Loyalty exclusions you set to your customers.

• If you’re using an iOS device, the discount will be applied to the first eligible item in the basket. If you’re using an Android device, discounts will be applied to the most expensive item in the basket.

• Make sure you have a subscription payment method on file for your Square Loyalty programme. If you signed up for a 30-day free trial through the Add-on Library in the Square Point of Sale app, you’ll need to add a payment method on file to continue with your Square Loyalty programme. If a payment method isn’t added within the 30-day window, both new and existing customers will no longer be able to enrol in your Square Loyalty programme or accrue or redeem rewards. Learn more about managing your subscriptions.