thread Re: Issue with Auto create Item in Payments Troubleshooting

Issue with Auto create Item

Candlestore — Sat, 20 Sep 2025 07:49:25 GMT

I just updated my Square Stand to 6.39.3 on Saturday 3-23-2024 think there is a Bug in the validation of GTINS when creating an Item from the Checkout screen. I was able to add the item through More>Items> and the camera on the Ipad for the gtin to find the item. So it is not a Bug with the complete validation system just when I used it through the checkout screen.

I tried to add an item I know is not in my inventory, Scaned barcode was asked if I wanted to use item Square with xyz gtin found, Create a New Item with gtin xyz or use as SKU xyz I believe was third option.

Anyway I entered use the item found (top choice in Top image below), went added price (2nd image), category, made sure tax was on, and pressed save. Square stated incorrect GTIN format needs 8,12,13, or 14 numbers for GTIN (3rd Image).

How did Square ID this as a GTIN when the item was NOT in my inventory to add said Item, but when I went to save the Item Square said GTIN is not valid?

Images below from Ipad (Square Stand): I am counting 12 digits unless the new math comes up with a different value.

Re: Issue with Auto create Item

JJ_ — Sat, 23 Mar 2024 18:55:33 GMT

HAHA! Your "new math" comment cracked me up, @Candlestore! Now this looks like something our Retail team might need to look into. Have you tried the typical troubleshooting of the App(close completely, restart, uninstall, and download again)?

Re: Issue with Auto create Item

Candlestore — Sat, 23 Mar 2024 20:26:03 GMT

@JJ_ ;

I am glad I make people Laugh. When I had an issue it was on 6.38.1 I believe so I closed the app, got the update which put me to the 6.39.3 version. I tried it and got the errors mentioned. So I closed the app again and went for my cell to take the pictures if it happened again. Which it did, and how I got the images. I did not download it again as I just downloaded.

And now since that Item is in my Library from using the More-Items method I can not try that way again unles I delete and add it again.

Re: Issue with Auto create Item

JJ_ — Sat, 23 Mar 2024 20:35:15 GMT

I know uninstalling and putting everything back can be a pain but will help us make a case with the team once we get this escalated. If's not too much to ask can you record the experience after uninstalling and installing it again? It will help the team understand the current issue.

Re: Issue with Auto create Item

Candlestore — Sat, 23 Mar 2024 22:59:59 GMT

@JJ_ ;

I will record it tomorrow, as I just got home now and do not have all the same equipment at home.

Re: Issue with Auto create Item

Candlestore — Sun, 24 Mar 2024 17:12:11 GMT

@JJ_ ;

Ok so I came in and uninstalled the Square for retail app, and reinstalled it then did this video.

(view in My Videos)

The other thing I noticed and tried was just telling Square to use the GTIN as a SKU, which I thought we were able to do a few versions ago. I was not able to do that now though. Since I know a SKU has less limitations than a GTIN.

I could not even manually enter the same digits as a SKU then delete the GTIN and save the GTIN and info that was auto populated.

Now as you see this is on a Square Stand using the up to date version of Square for Retail plus.

Re: Issue with Auto create Item

RobynR — Mon, 25 Mar 2024 13:19:05 GMT

Hey @Candlestore,

Thanks for providing us with a video so we can fully understand what you are experiencing.

I've stepped and escalated this to our Retail team for further investigation. Once we have more insight, a Community Moderator will reply to this thread.

Thank you for your patience.

Re: Issue with Auto create Item

RobynR — Thu, 28 Mar 2024 14:56:12 GMT

@Candlestore, thank you for your patience and understanding.

Our Retail team has confirmed that this issue will be addressed in the upcoming 6.40 version.

Please feel free to reach out if you have any additional questions.

Re: Issue with Auto create Item

Drew571 — Fri, 05 Apr 2024 03:00:03 GMT

I have the same issue. I scan new vinyl LPs with a barcode reader. I can’t add new items due to the invalid GTIN error. I will wait on the new update and hope it works.