thread Insights not working in Payments Troubleshooting

Insights not working

ironmonger — Sun, 21 Sep 2025 13:21:36 GMT

Insights appears to have stopped working, can no longer alter date ranges and the traffic source figures never change ?

Re: Insights not working

tranguyen — Thu, 21 Jan 2021 12:39:44 GMT

Hi @ironmonger, thanks for flagging this! I've checked this with our team and the Insights page should be working as expected.

Our website sometimes encounters errors when trying to connect to your browser. Here are a few troubleshooting tips you can try:

Make sure your browser is up to date.
Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
Switch to a supported browser, such as Google Chrome.

If none of these tips work, please let me know and I can have a further look into this!

Re: Insights not working

ironmonger — Thu, 21 Jan 2021 13:11:37 GMT

Thanks, complying with all that. This is what I get (different layout to when it was working) the boxes won’t accept any changes. Having paid a year in advance do I get a refund if I cancel now?

Re: Insights not working

tranguyen — Thu, 21 Jan 2021 15:34:03 GMT

Thanks for clarifying @ironmonger! I've reached out to our team again here to see if there might have been a new bug reported for this issue. I'm still waiting to hear back from them but once I get a reply, I'll let you know right away.

There's a 30-day refund policy. If you purchased the plan within the last 30 days, we can definitely help cancel and process a full refund. If it's outside of the 30-day window, we can definitely have a look to see if there's something else we can do like applying credit to the account as well.

To cancel your subscription:

Go to your Square Online Overview page > select the site name in the upper-right corner.
Go to Account Settings > My Services.
Next to the service you don’t want automatically renewing, select Manage.
Select Unsubscribe > Continue.
Enter your reason for unsubscribing, then select Cancel subscription.

If you are running into any issue, please contact our Support team directly and we'll be happy to help!