thread Why does my itemkeep disappearing from the favorites grid? in Payments Troubleshooting

Why does my itemkeep disappearing from the favorites grid?

RiverStreet — Sat, 20 Sep 2025 06:42:05 GMT

I've just added a new item, and every time I add it to the favorites grid, it immediately disappears. No other item has this problem, and this item is only having trouble on our iPad register. Through the app on my Samsung phone, it works just fine. I'll try and attach a video of it happening in the thread. This same thing happens to just this item, no matter what spot I try to put it in.

Re: Why does my itemkeep disappearing from the favorites grid?

RiverStreet — Thu, 29 May 2025 12:56:30 GMT

Here's the video of it happening

https://photos.app.goo.gl/JtGph8KqakuspfD67

Re: Why does my itemkeep disappearing from the favorites grid?

ryanwanner — Fri, 30 May 2025 15:28:18 GMT

Hello @RiverStreet !

Okay, that's definitely odd.

I have a couple of ideas that may help:

-Make sure your app and iPad OS are fully updated.

-Sign out of your account, force close the app, and restart the tablet. When you sign back in that will force the app to "phone home" and get all the latest information.

Those may fix the problems, but since it's one specific item that's being weird it may not. The next thing I'd recommend is to duplicate the item and put the new one on your favorites grid. If that works, then maybe something was misconfigured on the back end that caused your original item to act wonky.

After that, I'd like to get some of the mods in on this one: @Summer2024 , @JJ_ , @MayaP and others: any other thoughts?

Re: Why does my itemkeep disappearing from the favorites grid?

RiverStreet — Sat, 31 May 2025 12:24:53 GMT

So, after doing all that, I was able to add it to favorites but not in that spot. So, I added it to a different spot, and now it does this

https://drive.google.com/file/d/1vx-zOmGG2iknmm8hWMK6pJR9EXgZ8-hB/view?usp=drivesdk

My other items do the same thing now, they can't be moved to that spot.

Re: Why does my itemkeep disappearing from the favorites grid?

Ross2 — Fri, 15 Aug 2025 12:42:09 GMT

did you find a fix as I'm having the same issue