Once you’ve created your Square Loyalty Program, you’ll be able to promote and monitor your program right from your Square Dashboard.

View a Customer’s Loyalty Status

Square Loyalty integrates with the Square Point of Sale app and your Customer Directory to keep track of your customers’ loyalty status. View a customer’s loyalty status from their profile’s activity feed to see when they enrolled, stars and rewards earned, redemptions, and more.

A customer’s activity feed will reflect the following loyalty events:

  • Enrolled in Loyalty: Customers are enrolled in your loyalty program by entering their phone number after an eligible purchase.
  • Earned a Star: See how many stars were earned and at which location.
  • Manually Added/Removed Stars: See if a customer’s stars were adjusted.
  • Automatically transferred balance of stars: Customers who may have inadvertently created multiple loyalty profiles have them automatically merged by our system to prevent lost stars or rewards. For example, if they used the same card twice but accidentally entered the wrong number, we’ll pick up on it and fix it for you.
  • Signed up for the Mailing List: See when a customer signs up for your mailing list and if they did so in return for stars. When you enable the Collect Contacts feature in Square Loyalty, new customers will receive an SMS message offering an additional amount of stars in exchange for their email address.
  • Coupon Redeemed: See when customers redeem an earned reward and at which location.
  • Loyalty Reward Issued at {location}: See when a reward is issued to a customer.
  • Send loyalty Account Status: See when you sent your customer their loyalty status page via SMS.

Enroll Your Customers

After you’ve set up and activated your Loyalty program and subscription, the new Loyalty enrollment screens will appear in your register app. A screen inviting your customers to enroll in your loyalty program will appear after each transaction regardless of whether their purchase has earned them a star or reward.

You also have the option to manually enroll a customer from their profile in your Customer Directory.

Enroll your customers during a purchase:

  1. Process a sale the same way you normally would.
  2. After the sale has been completed and your customer has passed the receipt screen, they’ll reach the Loyalty Screen.
  3. Your customer enters their 10-digit phone number to opt-in the your loyalty program.
  4. They’ll receive an SMS indicating they’ve been enrolled and, if applicable, earned their first star, along with a link to their loyalty program status.

Enroll your customers from your Customer Directory:

  1. Head to the Customers section of 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.
  5. Save.

Note: Your customer will receive occasional SMS messages about your loyalty program, such as reward notifications. They can unsubscribe from SMS messages at any time.

They may also request a link to their status page after checkout by tapping on the gray phone number field in the loyalty screen.

Your customer’s loyalty account number is connected to their phone number. They can pay with different credit cards, checks, gift cards or cash, and still earn stars towards rewards by entering the same phone number.

Update a Customer’s Loyalty Phone Number

Update or correct a customer’s Loyalty phone number from their Customer Directory profile.

To do so:

  1. Sign in to the Customers section of your online Square Dashboard or Square app.
  2. Search and select the customer in question.
  3. Under the Loyalty section of their profile, click the three-dotted icon > Update Phone Number. In the Square app, tap the customer’s current phone number under the Loyalty Program section.
  4. Save changes.

Merge a Customer’s Loyalty Profile

If a customer enrolls in your program using more than one phone number, they’ll earn stars on duplicate customer profiles. To fix this, you can merge the two profiles and select a phone number for their loyalty program participation going forward.

To do so:

  1. Sign in to the Customers section of your online Square Dashboard or Square app.
  2. Search and select the customer in question.
  3. Click the three-dotted actions menu at the bottom of their profile > Merge with another Customer. In the Square app, scroll to Merge Customer at the bottom of their profile.
  4. Search and select the duplicate profile > Review > select the correct phone number > Merge.

Note: Both profiles being merged must be enrolled in your loyalty program in order to select the correct phone number.

From here, ensure the customer uses the same phone number when claiming a loyalty star going forward.

View and Void Rewards and Coupons

Scroll to the Coupons and Rewards section of a customer’s directory profile in your online Square Dashboard to see earned coupons and rewards, and to void any if needed.

To manually void a coupon:

  1. Sign in to the Customers section of your online Square Dashboard > Directory.
  2. Search for your customer by name or phone number.
  3. Scroll to the Coupons and Rewards section of their profile, click Manage.
  4. Check the box for each coupon you’d like to void.
  5. Click Void > Confirm Void.

Manually Adjust a Customer’s Loyalty Status

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

From the Square app:

  1. Tap Customers.
  2. Search for your customer by name or phone number.
  3. Tap Edit next to their Loyalty status.
  4. Adjust stars using the + / - signs.
  5. Tap Save.

From your online Square Dashboard:

  1. Sign in to the Customers section of your online Square Dashboard > Directory.
  2. Search for your customer by name or phone number.
  3. Under Loyalty, click Edit above the status bar.
  4. Adjust stars using the + or - signs.
  5. Save.

Manage Your 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. If you’re not sure which phone number a card was linked to, you can search for the payment in the Transactions tab of your online Square Dashboard using the last 4 digits of the payment card, then clicking Paid By in the payment details to find the customer profile. You can also search for a customer’s profile using their full phone number.

To unlink a customer’s payment card:

  1. Sign in to the Customers section of your online Square Dashboard > Directory.
  2. Search for your customer by name or phone number.
  3. Click the three-dotted Actions menu > Managed Cards Linked Loyalty
  4. Check the box for each cards you’d like to unlink.
  5. Click Unlink > Confirm Unlink.

Edit Your Loyalty Program

You can update your Loyalty program anytime with no affect on your customers’ existing, earned stars.

To edit your Loyalty Program:

  1. Navigate to Loyalty in your online Square Dashboard.
  2. Click Edit at the top right of the screen.
  3. Confirm or save your changes.

If you edit your program:

  • Changes will apply to previously-issued stars going forward. For example, if a customer had three of five stars and you change to a ten-star program, they will now have three of ten stars. Please make sure your customers and cashiers understand the impact of these changes.
  • Changes to a reward’s settings will not impact previously-issued rewards. For example, if a reward was originally 10% off an item and you change to 20%, previously-issued rewards that haven’t been redeemed won’t be updated from 10% to 20%.

Once you have your Loyalty Program set up, you can manage the number of stars your customers have directly from the Square Point of Sale App or online Square Dashboard, so you’ll never have to worry if your customer misses a star!

Promoting your Loyalty Program

Let your customers know about your Loyalty Program by:

  • Telling them at the register: To enroll, all a customer needs to do is add their phone number at the end of their transaction.
  • Announcing your program: Let customers know about your program with a free Square Marketing email and share the details of your program with your followers via social media.
  • Square Loyalty Table Tent: Download, print, and display our free table tent by clicking Actions from the Loyalty section of your online Square Dashboard.

Loyalty Insights

View insights about your loyalty program in these three sections:

Overview of Metrics

These can be filtered by date and location.

  • Loyalty Visits:
    • Number of new visits
    • Number of repeat visits
    • Total Visits
  • Rewards:
    • Rewards issued
    • Top Customers

Activity

In this section, you will see a summary of loyalty activity in your business. This includes enrollment, earned stars, star adjustments, earned rewards, redeemed rewards, and emails collected. This is organized by the customer’s phone number and the time the transaction is made.

Click on each activity to see more transaction details. To view the loyalty customer’s profile, click View Customers at the top.

Activity can be filtered by date, location, and type.

Loyalty for Multiple-Location Businesses

If your business has multiple locations, you can create a loyalty program that works across any or all of them. Your customers will be able to earn stars and redeem rewards at any of your participating locations. The loyalty subscription cost is based on the number of Loyalty Visits you have across all your locations. Learn more about Square Loyalty pricing.

To get started

  1. Sign in to your master account in your online Square Dashboard.
  2. Visit Loyalty.
  3. Set up your program details and click Save.

Note: If you’d like to offer a free item as a loyalty reward, you must select an item or category from each location’s Item Library in the reward field. This must be done to ensure coupons are redeemable across all business locations. Your customers won’t be able to redeem coupons at any locations that don’t have an item selected.

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