thread Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code in Payments Troubleshooting

Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

npham1110 — Sat, 20 Sep 2025 12:07:46 GMT

Blocker P1 bug with Pick up time!!! Please treat this as high priority bug

Even when we set up the prep time to 30 mins or 45 mins, the QR code scan method when customers scan to order, it tells customers prep time only 5 minutes.

What happened to that? Many customers were thinking their orders were done in 5mins, but that is so inaccurate and they got frustrated with inaccurate and dishonest quote time while other 50-60 tickets from Online Order with the correct prep time 30-45mins show up and they got frustrated because why they had to wait 45minutes while people came after them and only took 5 minutes?

This has been going on for about over a month now and we have been hoping this can get fixed faster! I have posted on Community before and was advised this was a bug that Square Support need to get on this.

Thank you!

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

npham1110 — Mon, 22 Mar 2021 19:35:49 GMT

This is one of the examples, it was at a busy time and our prep time was 60 mins, and many in person scan to order said 5 mins

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

npham1110 — Mon, 22 Mar 2021 19:36:54 GMT

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

nika — Tue, 23 Mar 2021 17:33:57 GMT

Hi @npham1110- I see that you've posted about this previously, as you mentioned. Were you able to contact our Support team directly like AdamB directed?

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

npham1110 — Tue, 23 Mar 2021 17:53:52 GMT

@nika No I have not, how to contact Support? Would you be able to contact Support from your internal side? I think this is a pretty bad bug and we would think this can be looked at soon.

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

npham1110 — Wed, 31 Mar 2021 15:49:46 GMT

@nika Hi there - can someone please assist or at least direct us how to open a support case?

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

ashc — Wed, 31 Mar 2021 15:53:17 GMT

Hi @npham1110,

Here's our Contact page.

Re: Blocker P1 bug with Pick up time!!! Please treat this as high priority bug with QR Scan code

npham1110 — Wed, 31 Mar 2021 16:06:37 GMT

thank you @ashc