Transactions on POS app not showing on Dashboard

[Susi]

Good morning

My App is perfectly working but when I go on the website, it doesn't show me any transaction. Does someone know why or what I can do?? Any help would be great, thanks

The title of this thread has been edited from the original: Website

[Breffni · Accepted solution]

Hi @Susi, thanks for your post and welcome to the Seller Community. 

Usually when you can see transactions in your Square Dashboard but not the Point of Sale app it means there may be a mistake somewhere with either multiple locations set up or the wrong email address being used.  

Let's start by checking you are logged into both places with the same email address. 

Please sign into your Square Dashboard > Account & Settings > Personal Information > Email Address. 

Then in your Square Point of Sale app > More > Settings > Account > Email Address. 

If both email addresses are the same, please let me know and we can look at what else may be causing this for you. 

[Susi]

Hello Alegra

Thanks for your help and you're right. The email address at my Square point of sale app is not right. How can I change it???

Thanks 

Susi

[Breffni]

@Susi, glad we figured that out. 

So if the correct email address on your Dashboard is the right one, you can simply sign out of your Point of Sale app where the email address is wrong and sign in again with the correct address and start using that account. 

However if you have taken transactions on the Point of Sale app and have payment history there which you need to retain, then you will want to switch the correct email address over. 

Our Customer Support Team will need to do this over the phone with you, you'll need to provide them with both email addresses and answer some security questions, then they'll be able to move the correct email address over to the account with your transaction history. 

I know this is quite wordy but hopefully it makes sense for you 🙂 

[Susi]

Hi Alegra

Thanks so much for your help. I will call the support team later on. 

You was a big help.😊

Thanks

Susi