Square Loyalty not accumulating points for third-party integrated application orders — “Loyalty was disabled in POS during this transaction”

Questions
1

We are seeking clarification regarding a Square Loyalty point accumulation issue encountered with one of our merchants.

Merchant ID: BR1GQW7WBEVSP

The issue is occurring only for orders placed through our third-party kiosk application, which creates/processes orders through the merchant’s connected Square integration.

Affected orders:

Sales Order ID: ammpY46r0VD7x2RCthTqgfiH1N9YY

  • Order placed by a loyalty-registered customer

Sales Order ID: o3hStB4ef2tFtxJqDW5GLTBUVL9YY

  • Test order placed by the merchant during a live support call using her own loyalty-registered profile

In both cases, the kiosk showed “0 points earned”.

When the merchant reviewed the orders in Square Dashboard, Square showed the following message:

“Loyalty was disabled in POS during this transaction”

The merchant has confirmed that loyalty points are being awarded correctly for walk-in orders placed directly at the Square POS. The issue is currently only observed with kiosk orders created through our integration.

The merchant also states that kiosk orders were previously earning loyalty points, but this appears to have stopped around the end of May / beginning of this month. They stated that they did not knowingly disable Loyalty or make any Square-side configuration changes.

We would mainly like clarification on the following:

  1. What exactly does the message “Loyalty was disabled in POS during this transaction” mean in the context of a third-party API-created order?

  2. Based on the cause, what action is required to resolve this? For example, does the merchant need to update a Square-side Loyalty/POS/location setting/config, or is it something else?

Any guidance would be greatly appreciated.

3

“Loyalty was disabled in POS during this transaction” means loyalty points were not accrued for that order. Square POS handles loyalty accrual automatically for transactions processed directly through Square, but for orders created via the API by a third-party integration, the integration must explicitly call the AccumulateLoyaltyPoints endpoint after payment completes.

I’d recommend reviewing your integration’s loyalty flow to confirm this call is being made. The relevant documentation is here:

• Accumulate Loyalty Points
• Manage Loyalty Points