Why is customer information not showing up in my POS system?

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I am looking for help with a reoccurring problem I am having with my POS and customers. When I have a returning customer who I know has been here before, when I run their payment card, their information does not come up in my system. It was for awhile but has stopped working. 


This presents a problem for me in that it can be embarrassing when I know that they are a loyal customer and may not recall their name and that it doesn't register for their loyalty points. Any recommendations would be welcomed. Thank you very much!


Kaytea and Susan 

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