Clarification on Loyalty Sign-up Behavior with Same Email but Different Phone Numbers

Questions
,
1

Dear Square Support Team,

I hope you’re doing well.

We’ve recently encountered an issue when customers attempt to register for Square Loyalty using the same email but a different phone number — the new phone number does not result in a new Loyalty Account being created.

Our customers enroll through our Square Online link:
https://squareup.com/customer-programs/enroll/91kUEP7KtNCf?utm_medium=copied-link&utm_source=online

Exists Loyalty Account

Email: [email protected]

Phone: +18604028001

image
image693×584 66.8 KB

Here’s what we observed:

  • When a customer’s email is already associated with an existing Loyalty Account but their phone number is not, clicking “Sign up” displays the message “Looks like you’ve already signed up.”
Email: [email protected]

Phone: +18604028007

image
image655×229 15.1 KB

  • However, when searching by the new phone number, there is no Loyalty Account found.

image
image692×263 20.3 KB

From our investigation, it appears that Loyalty Account phone numbers are unique, while emails are not required to be unique.
Given that, we expected that registering with a new phone number (even if the email is the same) would create a new Loyalty Account, but that doesn’t seem to be happening.

Could you please help clarify whether this behavior is expected, or if there has been any recent change in Square’s Loyalty registration logic?

Thank you very much for your help and support.

Best regards,

Murphy

2

What’s the customer profile your seeing this with? :slight_smile:

3

Hi Bryan,

Thank you for your response.

We’ve noticed something unexpected regarding Loyalty enrollment. I registered three different Customers using the same email address, but each has a different phone number. When a customer changes their phone number but keeps the same email, we expect that they should be able to re-enroll in the Loyalty program through Square Online.

However, based on our testing, when a customer uses an existing email(Email: [email protected]) but a new phone number(Phone: +18604028007) to register for Loyalty on Square Online, Square does not create a new Loyalty account for that new phone number.

image
image1608×810 50.5 KB

Could you please help clarify this behavior? We’d like to understand whether this is the expected system logic or if there have been any recent changes.

Thank you very much for your time and assistance.

Best regards,

Murphy

4

Hi Bryan,

I wanted to follow up to see if there has been any progress or update on this issue.

Thank you for your time and support.

Best regards,

Murphy