Guide · Square
How to find lapsed clients in Square
Regulars rarely tell you they’re leaving. They just stop booking. Square already sorts some of them into a group called Lapsed. Here’s where to find it, how to change it, and where a single cutoff falls short.
Checked October 2026. Square sometimes moves its menus.
The steps in Square
- 1
Open your customer directory
Sign in to Square Dashboard on a computer and go to Customers, then Customer directory.
- 2
Select the Lapsed group
Square sets up a few groups for you. Square describes Lapsed as customers who were regulars but haven’t visited in the last six weeks.
- 3
Change the rules if six weeks is wrong for you
With the group selected, click Actions, then Edit Group, change the settings and click Save. The Regulars group works the same way.
Where one cutoff falls short
Six weeks is one number for every client. Your clients don’t all come on the same schedule.
Comes every 2 weeks
At six weeks they’ve already missed two visits. Keptix would flag them at week 3.
Comes every 12 weeks
At six weeks they’re right on schedule. Keptix would wait until week 18.
See each client by their own rhythm
Which of your regulars have quietly stopped coming?
Connect Square to the free Leak Check. Approve read-only access, and in about 2 minutes you’ll see how many regulars are past their own usual visit and what they used to spend with you. Clients who already have their next visit booked aren’t counted. No account or card needed.
Get my free Leak Check →Common questions
What counts as lapsed in Square?
By default, a customer who was a regular and hasn’t visited in the last six weeks. Square counts someone as a regular after three visits in the last six months, unless you change it.
Why are some of my regulars missing from Lapsed?
Square describes Lapsed as customers who were regulars, and by default a regular has three visits in the last six months. A client who comes every 3 to 4 months visits about twice in six months, so with the default settings they may never show up as lapsed, however long they stay away.
Can I set a different cutoff for each client?
A group has one set of rules for everyone in it. You can make more groups, but each one still uses a single cutoff. Keptix sets the cutoff per client, from that client’s own visit history.
Does connecting Keptix change anything in my Square account?
No. Keptix asks Square for read-only access, so it can never change a booking or charge anyone. You can disconnect it and delete your data at any time.
Do I have to stop using Square?
No. Keep booking in Square exactly as you do now. Keptix works alongside it.
See how Keptix helps salons and barbershops keep their regulars.