Help

[Miley12345]

Square has been a disaster from day one.

My printer doesn't print.

My cash drawer won't fire. 

Bills disappear randomly.

And now tickets both in the kitchen and bar are not displaying table numbers..

Impossible to talk to someone??? 

I feel I have made a really bad purchase. 

Where can I redeem my guarantee....

Or at least have someone answer a call. I'm in Europe all I can find are US numbers for customer support.

[ryanwanner]

Hello @Miley12345 !

I’m sorry you’re having such troubles getting everything up and running! I do know that the initial install can be rough at times, but once you’re up and running the issues should diminish greatly.

First things first, I recommend signing out of your account on your devices, verifying that they are running the latest Square software and operating system. Restart the device then sign back in. This will force the systems to reset to your settings and usually solves a good chunk of the issues you’re seeing.

Then let’s talk the printer, which sound like it’s working but not consistently?

-How is the printer connected to your system? Ethernet, Wi-Fi, Bluetooth, or USB? If Ethernet or Wi-Fi, the first thing to check is how strong of a wireless signal you have plus how strong your connection to the internet is. The systems phone home for printing, so if the internet connection is glitchy at any point it can cause problems. Be sure your wireless router is close to your devices for best connectivity. If the printer is Bluetooth or USB, it will only be seen by the device it’s connected to, not any other devices you may have. You won’t be able to use it for orders taken on other devices. 

Is your cash drawer connected to your printer or USB? If printer, I bet the connectivity issues we discussed is having an effect on it. If USB, it may be that the cable is loose to the USB hub, or the hub itself is acting up.

Ticket numbers are determined on each device. Check More -> Settings -> Checkout -> Order Tickets and be sure it’s set to “Enter custom number or name”

Since I’m in the US, all my searches keep defaulting to wanting US contact numbers, but I believe a number that will work for you for contacting support is 0800 098 8008. @tranguyen , one of our mods based in the UK, would be better able to answer the support number question, though.

Hope this helps!

[Miley12345]

Hi.

I had no problem setting the system up. It's been running for six months now. 

But every week lately there seems to be another problem. 

One day the cash drawer fires next it won't....same with the printer... I have checked all the cables numerous times. Tried all the trouble shooting techniques online. 

But the biggest problem I have now is the table numbers have disappeared...this is a nightmare during busy service. Again I have tried all the trouble shooting advice available, I cannot get the table numbers to show on kds either in the kitchen or bar this is just in the last week, it was fine before that.

[tranguyen]

Thanks for tagging me in @ryanwanner and I'm so sorry you're running into all these issues @Miley12345!

The number Ryan shared above is the right one for our UK sellers! If you are calling from other countries, here are the number you can use to reach us:

• For Spain: 900 99 34 28
• For Ireland: 1800 904 846
• For France: +33 805 08 20 54

Our Support will have more access to troubleshoot in real time and identify what might be happening here. 

If you are having trouble connecting with our Support team directly via phone, please do let me know and I can see what I can do!