Loyalty Lookup POS vs Backend

[MamawsCafe]

Servers are looking up loyalty members on the handhelds and are able to find them most of the time.  However, there are times they cannot be located.  I go to the backend and do a search.  The search never works for me!  I even change the date range.  The only way I can find them is by going through every account to find the phone number or the email address.  Pain in the rear!!!  There has got to be an easier way!  The search should work!  

[MamawsCafe · Accepted solution]

UPDATE....  I finally got on chat and asked them to watch me lookup a customer (had a feeling I was not doing it correctly).  I was entering the phone number in, sometimes the name and then hitting the update button.  Nothing was populating.  They then told me to hit enter...  😜  OMG.  it started working!  Feel like an idiot, but wanted to share in case I was not the only one.