Adding Items and Inventory

[TheSavvyDog]

For the past few days, I've been completely dead in the water....I have tens of thousands of dollars in new inventory sitting here that I am unable to add.  The system will not allow me to enter new items.  The system will not allow me to adjust or add to current stock items.  I have an entirely new product line that I am supposed to launch at an event - TOMORROW - and I can't, until this is resolved.  Thus far, speaking to Square CS, they have no end date in sight for resolution....for any of the issues:  adding an item; adding photos/descriptions; stock levels.  Anyone else experiencing these issues?  I'm so frustrated I could scream!

[TheRealChipA]

@TheSavvyDog I understand your frustration.  Before sending this reply, I went to my dashboard and since you posted this on the Square Online board I tried to add a test item.  It worked for me, and after some time for it to sync to my store, the test item showed up.  So, why don’t we start there.  For JUST the adding an item problem, can you give me an idea of what is happening?

1. Are you getting an error message?  
2. Can you see the “Add Item” and “Create new item” buttons?
3. Are you trying to add new items from your main Item Library or directly from the Online Item Library interface?
4. Maybe send a screen shot of the error you are receiving, or screen shot of something that indicates that you can’t add an item?

If we need to, I can give you a way to contact me and we can talk on the phone.  But, let’s start here.  I’ll keep an eye out for your response, as my availability is great this afternoon/early evening.

[TheSavvyDog]

1. Are you getting an error message?  Yes.  "Sorry, something went wrong."
2. Can you see the “Add Item” and “Create new item” buttons?  Absolutely.
3. Are you trying to add new items from your main Item Library or directly from the Online Item Library interface?  I've tried all of them.  I *was* able to add a items from my mobile phone - but not from my desktop, square register, etc.  However, it is irrelevant, because the *ONLY* place the items can be seen is on my mobile phone.  They can't be seen on anyone else's mobile, square register, desktop, online, etc.
4. Maybe send a screen shot of the error you are receiving, or screen shot of something that indicates that you can’t add an item?   It's simply the pink box at the top of the screen saying, "Sorry, something went wrong."

Square CS is aware of the issue....but the problem is that they have no end game as to when it will be rectified.  I'm thinking that it may not be a priority until more people complain.

[TheRealChipA]

@TheSavvyDog I see.  And I can certainly understand your total frustration here.  Given your answers above, it sounds to me like an internal problem at your account level.  If that is the case, then you might be one of the very few people experiencing it.  Of course, I’m only guessing here and can’t be certain.

I doubt this will help, but one time that I received a “something went wrong” message, I was able to fix it by clearing my browser history, cache and cookies.  But, given that you can add items on your phone but are unable to see them in other places, there has to be something wrong that is not device specific.  I’ve also had one account-level issue that needed to be resolved, and it eventually was resolved.  In my experience, Square doesn’t ignore those until they get more reports, but that doesn’t mean that the fix will be quick, either.

I looked and do not see any system-wide reports of degraded performance for the item library.  The only currently reported system-wide issue is with Square for Restaurants.

I’m sorry I can’t be of more help.  I’d hoped it was something we could work through.  All I can do is wish you a speedy return to normalcy!

[JJ_]

@TheSavvyDog I know by now your event may have passed but I wanted to confirm our engineers have reported that this issue was addressed yesterday. Can you confirm this?