Why did cancelation and no-show history disappear in clients' past appointments?

[MJannes]

Cancelations and no-shows used to show up when I'd go to a clients profile in the Appointments app and now they don't.  Anyone know how I can get them back?  Maybe there is an option to hide them now and I need to turn it off?

[TheRealChipA]

Hi there @MJannes.  They are still there, just moved.  When you go to the Bookings section of the customer profile, it now defaults to Upcoming.  Right beside that, you should see a button for Previous.  Click on that and the history should be listed there.

[MJannes]

I don't see a "Previous" button.  Attached it a photo from my Andriod app.

[TheRealChipA]

@MJannes Ok.  I didn’t know you meant the app.  I was referring to the web dashboard.  So, cancellations and no-show in the Appointments App are part of the customer record.  When you bring up a customer, scroll down to the Appointments section.  There are both “Upcoming” and “Previous” lists, with the previous showing all past appointments.

[MJannes]

Yes, that is where they used to be.  As I stated, the no-shows and cancelations are no longer included.  Every clients history in my app only includes past appointments that were attended, no cancelations or no-shows are in history for anyone anymore.  This randomly started out of nowhere and even support doesn't understand what I mean.  It's very odd.

[TheRealChipA]

@MJannes It’s easy to see why this has been confusing for support.  It was also confusing for me because they DO show up for me, which I think you will agree is very odd.  So, the obvious conclusion is that this is an issue with your account only.  It is not a bug, nor is it anything controlled by a setting or a recent change.  So, I’m going to make two suggestions.

1. Delete your Square Appointments app completely and reinstall it.  Hopefully this is as simple as something in your app’s data that got messed up.  If so, that will clear it out.
2. If that doesn’t work, please let me know and I’ll tag the Square Moderators who will be able to consult with appropriate team to see if there is an issue in your account only the servers.

[MJannes]

Uninstall and reinstall didn't bring them back.  

[TheRealChipA]

@MJannes Unfortunately, that’s all I’ve got.  It makes absolutely no sense that I can see cancellations, etc, but you can’t on the same app.  This is something you are going to have to get on the phone with support.  Don’t chat.  Talk to a person.  Maybe they can replicate it.

Short of that, we could probably set up a time to do a Zoom call so you can screen share with me and I can see exactly what you are doing and seeing.

[MJannes]

Support hasn't been able to figure it out either.  I've spoken to someone who escalated it to another department that has been trying to resolve all week.  It's extremely aggravating, because it just disappeared one day!  When on my dashboard, I see all the cancelations and no-shows under "Previous" with no issues.  It suddenly just no longer reflects in my app.  Below is an example:Top is Appointments app, bottom is Square Dashboard

[Sammie_C · Accepted solution]

Hi @MJannes, I wanted to step in here and let you know I went ahead and escalated this over to our Appointments team. They were wondering are you using this for Android or iOS? 

Thank you for looking into this, @TheRealChipA! Hopefully our Appointments team can get this figured out.

[MJannes]

Hello Sammie, thank you!  I am using an Android. 

I have been in touch with an LMDA Specialist who told me there are limitations with my app and mostly because my phone hasn't updated to version 15.

[Sammie_C]

Thank you for letting me know, @MJannes! Please let us know if you end up having any other questions about this or anything else Square.