Square appointments time zone changing automatically when traveling

[Beautybydesign]

My business is in Melbourne and I recently went on holiday to qld, it automatically changed my trading hours and moved 3 months of prebooked appointments forward by 1 hr. (Time difference from qld to melb from next weeks day light savings) customer service could not understand the issue and just told me to fix it manually. 4 hrs later I fixed the times then when I came back to Melbourne today and reverted the times again resulting in 8 hrs of admin I didn’t account for nor could customer care help, 

- location settings off of iPhone 

- latest up date 

- appointment bookings set to physical location and it’s set to locked  time zone

never been so disappointed for paying for system with this sort of glitch. Not looking forward to the next trip for work where it will happen again 

*lost 8 hours to fix the issue twice (both once I arrived in QLD and VIC) 

* 6 days of stressing about the issue as no one in customer care could explain what was happening 

* close to 80 clients inconveniently sent x2 notifications texts each due too time change when trying to fix the issue. 

I travel alot for my business so im

unsure if this system is best for our operations 

[Laurie_]

Hi @Beautybydesign,

I noticed you mentioned this issue in a thread on the US Seller Community. While we've shared some information there, I’ll respond here on the Australian Seller Community page, so others facing a similar issue can benefit from this discussion.

It sounds like you had a frustrating experience with Support, and I completely understand how challenging it can be not to receive a clear solution. We’ll be looking into this to improve future interactions. In the meantime, I've requested a senior member of our Support Team to reach out and review your device software and app settings, and troubleshoot further as needed. If escalation is necessary, they’ll file a ticket with our engineers on your behalf.

From what you've described, it sounds like you've already worked through the recommended troubleshooting steps. For reference, I'll include them below for anyone else reading this thread.

1. Check Online Booking Settings: Square allows customers to either select their own time zone or lock it to your business's time zone for online bookins. To simplify managing multiple time zones, it’s often best to lock it to your business's time zone. You can adjust this setting by going to your Appointments Dashboard > Online Booking > Settings.

2. Check Business Time Zone Settings: Ensure your business time zone is accurate by navigating to Account & Settings > Business Information > Locations. You can update the time zone for each location here.

3. Check Device Date & Time Settings: If you've received an error message when viewing your calendar, similar to "AEST differs from AEDT", this is likely due to the device’s time zone conflicting with your Square Appointments settings. You may need to adjust this by toggling off 'Set Automatically' on your device, under General > Date & Time.

4. Correcting Customer Time zones: If you allow customers to select their own time zone when booking, but they have selected the wrong time zone, you can update their time zone from their Customer Profile on the Dashboard. Head to Customer Directory > Select customer > Select Edit next to 'Personal Information' > scroll down to time zone to select preferred time zone > Save.

Please keep me updated on how things go with our Support Team once they reach out to you. If there's anything further you'd like to add to this thread after your conversation, feel free to share.