Loyalty Account Search API Returns Empty Response Despite Customer Being Enrolled

Hi team,

We’re currently using the Square Loyalty API to search for a customer’s loyalty account using their phone number, but we’re encountering an issue where the API response is empty even though the customer is enrolled in the loyalty program and visible from the POS. Searching from the customer id also didn’t work. There are other customers for this location that we do get proper responses.

POST → https://connect.squareup.com/v2/loyalty/accounts/search

{
  "query": {
    "mappings": [
      {
        "phone_number": "+19xxxxxxxxx"
      }
    ]
  },
  "limit": 1
}

Customer ID - T1WHM7P0WXCQGX1T5B2XVNQH4R
Location Id - BR1GQW7WBEVSP

The API response we receive is just: {}

However, from the POS, we can clearly see the customer is enrolled in the loyalty program. I’ve attached screenshots from the POS showing this.

Could you help us understand why the API isn’t returning the loyalty account data? Is there something we’re missing in the request, or any other issue.

Thanks in advance for your support

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