Square Loyalty FAQs

How can I get started with Square Loyalty?

If you’re using the Square Point of Sale app and are designated as a business, you can subscribe to Square Loyalty and create a digital rewards program to recognize repeat customers.

To set up your Loyalty Program:

  1. Log in to the Loyalty section of your online Square Dashboard.
  2. Select Settings. > Create A New Reward.
  3. Select your reward type from the dropdown.
  4. Choose the reward value > Enter the discount that will be applied for the reward.
  5. Select Create Reward.

How much does it cost get to use Square Loyalty?

Square’s Loyalty program subscription cost is based on your customer’s participation with your program.

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
$45 Up to 500
$75 501-1,500
$105 1,501-10,000
Contact Square Sales Greater than 10,000

How do I enroll a customer into a Loyalty program?

You are able to enroll your customers during a purchase, or directly from your online Square Dashboard.

  • To 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 to 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 view their loyalty program status.
  • To 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 > Save.

Take a look at the How to Enroll your Loyalty Customer tutorial in the Point of Sale App to see what your customers will need to do to enroll in your loyalty program.

1.Select Support in the sidebar of your Point of Sale App.
2. Select Tutorials and Tours and choose Enroll a Loyalty Customer.
3. Tap Start Tutorial in the pop up screen to learn how your customers can enroll in your loyalty program after their transaction.

Can my Loyalty program work for multiple locations?

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

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

To redeem a reward:

  1. From the Square app, tap Redeem Rewards in your item library.
  2. Enter your customer’s 10-digit phone number to search for available rewards.
  3. Select rewards to apply them to the customer’s cart.

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

How do I collect emails 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 enable this feature:

  1. Visit the Settings tab of your Loyalty dashboard.
  2. Toggle on Offer customers points in return for their email addresses.
  3. Enter amount of points being offered for email address.
  4. Click Save.

To enable this feature on an existing program:

  1. Head to the Loyalty tab in your online Square Dashboard > Click Actions > Edit.
  2. In the Settings tab > enable Offer customers points in return for their email addresses.
  3. Enter amount of points being offered for email address.
  4. Click Next to continue with setup > Save.

How can I enroll in Loyalty after a sale?

If you didn’t claim your point at checkout, you’ll receive an invitation to enroll in the merchant’s Loyalty program and claim your point after each eligible purchase. To do so:

  1. Look for an email from the merchant regarding their Loyalty program.
  2. Follow the prompt to Claim Your Points.
  3. Enter your 10-digit phone number > tap Claim Your 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 before tax and tip.

When does an item not earn points?

All items which offer a discount will not be eligible to count towards earning points.

Can I manually adjust a customer’s Loyalty Points?

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 Customers > Search for your customer by name or phone number.
  2. Tap Edit next to their Loyalty status and adjust points using the + / - signs.
  3. 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 and adjust points using the + or - signs > Click Save.

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 credit card. Your customer’s loyalty phone number is linked with their credit 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. See section below if you want to learn how to manage linked cards (https://squareup.com/help/article/6130-manage-your-square-loyalty-program#manage-your-customers-linked-cards)

Can I edit my customer’s phone number associated to Loyalty?

You can 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.
  2. Search and select the customer in question.
  3. Next to Personal Information tap Edit > Update their phone number.
  4. Save changes.

How do I merge two Loyalty customers?

You can merge two Loyalty customers. From your online Square Dashboard, click Fix Duplicate. Then merge your customers one at a time, or 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 program, they’ll receive a welcome SMS 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.

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. 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 > Check the box for each cards you’d like to unlink.
  4. Click Unlink > Confirm Unlink.

Note: Customers also have the ability to unlink themselves directly from their Status Page > following the link received via SMS when they enrolled into Loyalty.

How does Loyalty work in offline mode?

If you are in offline mode, Loyalty will be skipped and the enrollment screen will not show up for customers to earn points. If you’d like to add points to a customer, you can do that by looking up the customer manually after the sale and adjusting their points. Read more on adjusting a customer’s loyalty status.

What is the difference between Paid By and Earned By on my customer’s receipts?

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

What happens 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 adjust their point status. To do so, locate their customer profile and assign them the correct number of points. To get started:

  1. Tap Customers and search for your customer by name or phone number.
  2. Tap Edit next to their Loyalty status.
  3. Adjust points using the + or - signs and tap Save.

This can also be done from their Customer Directory profile in your online Square Dashboard.

How can I change when points expire?

To update or add a point expiration to your current program:

  1. Navigate to the Loyalty section of your online Square Dashboard and select Settings.
  2. Under Earning Points locate Expiration > click Edit and select whether you’d like your points never to expire, or select after how long you’d them to expire.
  3. Click Confirm.

Changes to point expiration will only impact future points earned. Customer’s existing points will expire based on the expiration settings at the time of earning.

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 the three horizontal dots.
  3. Click View Expiring Points to view total points that will expire for that customer.

From the Square app:

  1. Go to the Customers section and select a customer.
  2. Under Loyalty in the customer’s profile, click the three horizontal dots.
  3. Click View Expiring Points to view total points that will expire for that customer.

Which points will customers redeem first?

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

Can I view reporting for my Loyalty program?

With Square Loyalty, you’re able to track the progress of your program right from your online Square Dashboard and from the Square app for iOS. In addition to the program 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.

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