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Square Loyalty FAQs

Setup and Cost

How can I get started with Square Loyalty?

If you’re using the Square Point of Sale app or Square Online, you can subscribe to Square Loyalty and create a digital rewards programme to recognise repeat customers.

To set up your Loyalty Programme:

  1. Go to Customers > Loyalty in your online Square Dashboard.

  2. Select Settings > Create A New Reward.

  3. Select your reward type from the drop-down.

  4. Choose the reward value, and enter the discount that will be applied for the reward.

  5. Select Create Reward.

How much does it cost to use Square Loyalty?

The Square Loyalty programme subscription cost is based on your customers' participation with your programme.

Pricing is based on the total number of qualifying Loyalty Visits across all active locations per month in the following tiers:

Monthly Location Cost Loyalty Visits
€39 Up to 500
€65 501–1,500
€90 1,501–10,000
Contact Square Sales Greater than 10,000

How many rewards can I create for my Loyalty programme?

You can create up to 15 unique reward types for your Loyalty programme, each with different values, types or parameters. Each reward name can be up to 100 characters, but we recommend keeping reward names around 50 characters for better display options across different platforms and devices for you and your buyers.

Learn more about creating a loyalty programme with Square.

Can my Loyalty programme work for multiple locations?

Yes. If your business has multiple locations, you can create a loyalty programme that works across any or all of them.

Enrol Customers

How do I enrol a customer into a Loyalty programme?

You can enrol your customers during a purchase or directly from your online Square Dashboard.

To enrol your customers during a purchase:

  1. Process a sale the same way you normally would.

  2. After the sale is complete and your customer passes the receipt screen, they’ll reach the Loyalty Screen. Note: If using Square Register, customers can enrol via the buyer-facing display prior to completing a transaction.

  3. Have your customer enter their phone number to opt in to your loyalty programme.

  4. They’ll receive a text message indicating that they’ve been enrolled and, if applicable, earned their first reward, along with a link to view their loyalty programme status.

To enrol your customers from your Customer Directory:

  1. Go to Customers in your online Square Dashboard or Square app.

  2. Select or create a customer profile.

  3. Under the Loyalty section, click or tap Create Account.

  4. Enter the customer’s mobile phone number and select Save.

How can a customer enrol in my Loyalty programme?

Your customers can also enrol in your Loyalty programme with a special QR code poster they can scan your point of sale. When a customer scans the QR code from their mobile device, they will be taken to an information collection form where they can provide their email address and phone number to enrol.

To download your QR code poster from your Square Dashboard:

  1. Go to Customers > Loyalty in your online Square Dashboard.

  2. Select Promotions > In-Store Loyalty Enrolment

  3. On the next page, customise your in-store signage and click Print

  4. Place the poster near your point of sale so customers can easily scan the QR during checkout. 

Note: The Square information collection form helps you comply with GDPR.

Take a look at the Enrol your Loyalty Customer tutorial in the Point of Sale App to see what your customers will need to do to enrol in your Loyalty Programme.

  1. Select More > Support.

  2. Select Tutorials and Tours and choose Enrol a Loyalty Customer.

  3. Swipe through the slides in the pop-up screen to learn how your customers can enrol in your Loyalty Programme.

When making a purchase through your Square Online site, customers can also enrol in your Loyalty Programme by providing their phone number during the checkout process.

How can customers enrol in Loyalty after a sale?

To ensure your customers receive their invitations:

  1. Go to Customers > Loyalty in your online Square Dashboard and select Settings.

  2. Toggle on the Send Reminder Emails setting.

Email Collection

How do I collect email addresses with Loyalty?

Enabling the Collect Contacts feature in Square Loyalty allows new customers to receive a text message offering an additional amount of points in exchange for collecting their email address. Customers who provide their email address are automatically added to the Reachable and Loyalty Participant groups in your Customer Directory.

To turn on this feature:

  1. Go to Settings in your Loyalty dashboard.

  2. Toggle on Offer customers points in return for their email addresses.

  3. Enter the number of points you want to offer for each email address.

  4. Click Save.

To turn on this feature for an existing programme:

  1. Go to Customers > Loyalty in your online Square Dashboard and click Actions > Edit.

  2. In the Settings tab, toggle on Offer customers points in return for their email addresses.

  3. Enter the amount of points you want to offer for an email address.

  4. Click Next to continue with setup and click Save.


Earning and Redeeming Points

How does a customer meet the established amount in order to earn points?

The amount used to assess whether a customer earns a point is based on the total purchase amount after tax and before tip.

When does an item not earn points?

Item-based rewards that have a reward applied will not earn points.

How do I redeem a reward that my customer has earned?

To redeem a reward:

  1. From the Square app, tap Rewards in your item library.

  2. Enter your customer’s phone number to search for available rewards.

  3. Select the rewards to apply them to the customer’s basket.

Your customer’s reward will be applied to the current sale, and you can finish the transaction as you normally would.

Can a customer redeem rewards through an online purchase?

Yes, customers can redeem or earn rewards for transactions completed through Square Online. When completing a transaction on your business’ website, the buyer will need to enter their phone number to apply any accrued rewards to their transaction. The rewards used for the purchase will appear on their digital receipt.

Which points will customers redeem first?

When customers redeem their loyalty points, they will automatically use the points that will expire the soonest.

How can I change when points expire?

To update or add a point expiry to your current programme:

  1. Go to Loyalty in your online Square Dashboard and select Settings.

  2. Under Earning Points, locate Expiry and click Edit. You can then select whether you’d like your points to never expire or select how long after accrual you’d like for them to expire.

  3. Click Confirm.

Changes to point expiry will only impact future points earned. Customer’s existing points will expire based on the expiry settings at the time of earning. Customers will be notified 14–16 days before their points expire. 

How can I see when a customer’s points expire?

You view when a customer’s points expire in the online Square Dashboard and from your Square app.

In your online Square Dashboard:

  1. Go to your Customer Directory and select a customer.

  2. Under Loyalty in the customer’s profile, click more options.

  3. Click View Expiring Points to view the total number of points that will expire for that customer.

From the Square app:

  1. Go to More > Customers and select a customer.

  2. Under Loyalty in the customer’s profile, click more options.

  3. Click View Expiring Points to view the total number of points that will expire for that customer.

Can I manually adjust a customer’s Loyalty points?

Yes. To edit a customer’s point count, locate their customer profile from your online Square Dashboard or the Square Point of Sale app and assign the correct number of points.

From the Square app:

  1. Tap More > Customers and search for your customer by name or phone number.

  2. Tap more options next to their Loyalty status, then tap Adjust Status.

  3. Adjust points using the + / - signs.

  4. Tap Save.

From your online Square Dashboard:

  1. Go to Customers in your online Square Dashboard and select Directory.

  2. Search for your customer by name or phone number.

  3. Under Loyalty, click Edit and adjust the points using the + or - signs. Then, click Save.

What if my customer is missing points?

If a customer didn’t receive their points or didn’t enter their phone number after a previous purchase, you can manually adjust their point status. To do so, locate their customer profile and assign them the correct number of points. To get started:

  1. From your Point of Sale app, tap More > Customers and search for your customer by name or phone number.

  2. Tap more options next to their Loyalty status, then tap Adjust Status.

  3. Adjust their points using the + or - signs and tap Save.

You can also adjust a customer’s points from their Customer Directory profile in your online Square Dashboard.

Does Square automatically keep track of customers’ Loyalty points?

Square Loyalty integrates with the Square Point of Sale app and your Customer Directory to keep track of your customers’ loyalty status, including their loyalty points, rewards earned, redemptions and more.

Loyalty automatically accrues loyalty points for your customer if they pay by card. Your customer’s loyalty phone number is linked with their payment card automatically. When a customer comes back and uses the same payment method to pay for the transaction, Loyalty automatically accrues points based on the linked loyalty phone number.

Customers and Refunds

Can I edit the phone number associated with my customer’s Loyalty profile?

Yes, you can update or correct a customer’s Loyalty phone number from their Customer Directory profile.

To do so:

  1. Go to Customers in your online Square Dashboard.

  2. Search and select the customer you want to edit.

  3. Next to Personal Information, tap Edit and update their phone number.

  4. Tap Save.

How do I merge two Loyalty customers?

From your online Square Dashboard, click Fix Duplicate. Then merge your customers one at a time, or merge them all at once by clicking Combine All Duplicates > Combine All.

Note: Merging customers will erase the points associated with each customer profile. You’ll need to manually adjust your customer’s Loyalty status from your Point of Sale app or online Square Dashboard. Learn how to adjust your customer’s Loyalty status.

How do customers check their Loyalty status?

Once your customer has enrolled in your Loyalty programme, they’ll receive a welcome text notification with a link to their status page. From there, they’ll be able to view their progress, earned rewards, linked payment cards and activity.

With the Loyalty in Receipts feature, customers can also view how many points they have just earned by looking at their receipt once they make a purchase. They can also click their personal Loyalty Status page link on their receipt for more information about the Loyalty programme, including available rewards and historical Loyalty activities.

Note: Loyalty points earned are only available on digital receipts and do not appear on printed receipts.

How can I manage my customers’ linked cards?

If a customer accidentally links their phone number to the wrong payment card or vice versa, you can always unlink the two.

To unlink a customer’s payment card:

  1. Go to Customers in your online Square Dashboard and click Directory.

  2. Search for your customer by name or phone number.

  3. Click more options > Managed Cards Linked Loyalty. Then, tick the box for every card you’d like to unlink.

  4. Click Unlink > Confirm Unlink.

Note: Customers also have the ability to unlink themselves directly from their Status Page by following the link they received via text message when they enrolled in Loyalty.

Do refunds adjust a customer's Loyalty balance?

Yes. See when Loyalty points will be removed automatically based on the loyalty programme type and the refund type below:

Loyalty Program Type Full Refund Partial Item Refund Custom Refund Amount
Amount spent program All points will be removed. Points will be removed proportional to the amount refunded. Points will be removed proportional to the amount refunded.
Per Visit All points will be removed. Points will be removed if the amount refunded is below the spending threshold to earn points. Points will be removed if the amount refunded is below the spending threshold to earn points.
Per Item or Category All points will be removed. If an item that earned points is refunded, the points earned for that item will be removed. Otherwise points will not be removed. Points will not be removed.

For exchanges, points will be adjusted based on the items being exchanged. The adjustment is based on the Loyalty programme settings at the time of the transaction. If no points were earned in the original transaction because no Loyalty customer was associated with the transaction, there will be no adjustments to a Loyalty balance.

What is the difference between Paid By and Earned By on my customers' receipts?

The name which appears after Paid By is the customer making the purchase, whereas Earned By refers to the name associated with the Square Loyalty account that earned the points.

Reporting and Team Access

Can I view reporting for my Loyalty programme?

With Square Loyalty, you’re able to track the progress of your programme directly from your online Square Dashboard and from the Square app for iOS. In addition to the programme details, you’ll be able to see every Loyalty visit and transaction associated with your rewards and a comparison of average visits and spending of loyalty and non-loyalty customers.

Can my team access my Loyalty account?

Yes. With Square Team Management, you can assign your team members specific permissions to take certain actions on your Loyalty account. Permission sets include granting team members access to view Loyalty reporting, managing customer data and configuring your Loyalty programme settings.

Team members can take action through the online Square Dashboard, a shared point of sale or your point of sale app. Loyalty permissions are broken down into the following categories and actions:

  1. Reporting: Viewing Loyalty reports, programme performance and customer engagement metrics.

  2. Programme Management: Viewing and editing Loyalty programme settings and setting up Loyalty promotions.

  3. Customer Management: Viewing and editing Loyalty customers’ account information. Note: This permission requires the ‘View, edit, create and delete customer directory data’ permission from the Customers permission group to be enabled.

To enable Loyalty permissions for your team members:

  1. Log in to your online Square Dashboard and click Staff > Team.

  2. Select Permissions > Create Permission Set.

  3. Choose a permission set name and click Loyalty from the list. Select the permissions you want to assign to the permission set.

  4. Click Continue, choose the device access points and click Save.

You can learn more about Team Management in our Support Centre.