thread Is anyone else having problems with Square disconnecting from the network? in Your Square Account Information

Is anyone else having problems with Square disconnecting from the network?

OMGDDPP — Mon, 01 Nov 2021 23:08:26 GMT

About three to four weeks ago, I had an awful weekend where Square kept disconnecting from the network, sometimes mid transaction! After some to-ing and fro-ing with Square, they finally admitted it was a known issue and there was a software update (which my terminal didn't automatically detect, it was so far gone) that fixed it. That worked fine.

Then on 31/10/21 Square put through another software update, and bingo! Disconnection problems again. How can I run a business with such an unreliable system? My Square Terminal is just over a year old, and with the pandemic, it was barely used for a lot of that time, so in terms of use, it's probably less than a year old!

So I contacted Square again, and they want me to waste my time troubleshooting etc... trying to blame my network, when THEY KNOW IT IS A PROBLEM.

Here's a thought - maybe don't put through updates until you've made sure there are no bugs in them.

I'm shopping for another POS system this week, and will only keep Square as a back up, it is too unreliable, and the "support" is a joke.

Re: Is anyone else having problems with Square disconnecting from the network?

Seamus — Wed, 03 Nov 2021 00:58:42 GMT

Hi @OMGDDPP,

Thanks for getting in touch and sorry to hear about the trouble with your Square Terminal. This situation sounds understandably frustrating!

I took a further look into your email cases with our support team - it seems a little unclear as to what the issue might ultimately be here, but have you been in touch with our Melbourne team via phone at all?

If they are not able to solve the issue via troubleshooting steps, they will be able to escalate your case and help you push through a diagnostics report from your Terminal - this can help our engineering team discover the source of what the issue may be, and whether it's related to any known issues or whether it could be network related.

If you'd like we can check in with CS and have someone reach out over the phone?

Re: Is anyone else having problems with Square disconnecting from the network?

OMGDDPP — Wed, 03 Nov 2021 01:03:07 GMT

I tried sending through a diagnostics report, and I just got the swirl. My network was fine at the time, my home computer wasn't having any problems, so again, not a network issue.

I contacted customer service and just got a form email - "go through the troubleshooting steps yada yada yada".

It was working on Saturday.

On Sunday there was a software update.

After the update, it wasn't working properly any more.

I think the issue is clear, but Square won't accept that the problem is at their end.

Not only does it make my business look bad, but customers are NOT getting a good impression of Square - are they?

Customer service can ring me if they like, I am sick of this being MY problem when it is clearly a fault of Square.

I paid a good price for this technology, why doesn't it work?