Square KDS showing failed transaction orders

[matteusz88]

Hey,

We’ve been using Square KDS for a while, but it seems to also be showing tickets for transactions with declined cards. 

So a card is declined at checkout, there’s obviously no transaction on Square POS, but the ticket still shows. Often the customers rekeys their details, duplicating the order and highlighting the issue, but not always. 

has this happened to anyone else? 

[Emma_]

Hi @matteusz88, sorry to hear you had duplicate orders appearing on your KDS. Please try the troubleshooting steps below. 

1. Check to make sure you are using the most recent version of the Restaurants or Square POS app and KDS app.

2. Check that your iOS is up to date on your device.

3. Navigate to settings on your KDS app to double-check that your preferred item categories are enabled and that the correct items are in the selected item categories.

4. Navigate to Settings on your KDS app to check that your preferred orders are turned ON.

5. Restart the Square KDS app.

6. Take a trial order to double-check that your KDS is properly receiving orders from the Point of Sale.

Please send me a screenshot if you continue seeing this issue.