How to process Offline payments

[mitchellrr]

We had a power outage that affected our internet for an hour or two payments were taken in offline mode 

Everything is now up and online with payments working however all payments that were processed online are still saying pending 

How do I process these payments?

Thanks In an Advance

[Summer2024 · Accepted solution]

Hi, @mitchellrr ! 

I'm sorry to hear of your power outage! 

Were you able to get these payments processed? 

Offline payments will appear as pending from your in-app payment history while your device is offline. Once you reconnect your device to the internet, payments will show as completed and will be visible from your Square Dashboard. Failed payments will be visible in your Transaction status report. Customers’ digital receipts and your payment notification emails will also be sent when the device is back online. If you have pending offline payments, do not delete the app or factory reset your device. Pending offline payments will be permanently lost, and the funds won’t be captured if you log out of your Square account.

For the products listed below, you must reconnect your device to the internet and upload your offline payments within three days of the start of your offline payments session, meaning you’ll have up to 24 hours from when your device goes offline to accept and upload offline payments using:

• Square Reader (1st generation)
• Square Reader (2nd generation)
• Square Stand (1st generation), if you have Square Reader connected to the device
• Square Stand (2nd generation)

For the products listed below, you must reconnect your device to the internet and upload your offline payments within three days of when you process your first offline payment, meaning you’ll have up to 24 hours from when you process the first offline payment to accept and upload offline payments using:

• Square Terminal
• Square Stand (1st generation)
• Square Register

I'll be on the lookout for your reply. 

[doc_choc]

We rarely loose internet connectivity, but it did happen a couple of weeks back. A couple of offline payments were taken while it was down and trying to confirm if they went through.

Transaction status report on this day shows no transactions in this time frame. Which I guess is good?

1. Do we need to reboot the Register for the offline payment to go through, or is it Ok for it to just reconnect when the internet connection returns provided it reconnects within 24hrs of processing the offline payment?

2. What would we see in the Transaction report should the offline payment not go through? Would the status be declined and if so is there anyway to differentiate in the report to see which ones were declined due to an offline payment not being uploaded within the required time frame and those declined at the registered because of card payment declined.

3. Will pending offline payment be retaining if we restart the Register

4. Can't get my head around the time to reconnect to the internet, is it 24hrs or 3 days?

What I am trying to do is figure out if any offline payments have not gone through and how to prevent loss of a payment because we do not get the register re-connected to the internet within 24hrs of the offline payment received (could happen if an offline payment is taken at the end of the days shift). Is there a notification we can receive when an offline payment is pending to make sure we get the Register reconnect in time?