Modifiers are missing after syncing

[archanam]

We are currently using Square integration to manage our café items and orders. Whenever we connect our Square account, the items and modifiers sync correctly to our mobile application without any issues.
However, after a few days, we notice that certain modifiers appear to be missing from item details, even though no changes were made from our end in the Square dashboard. This issue is creating significant operational challenges, as customers are unable to place orders properly when modifiers are unavailable.
This recurring problem is affecting our business and leading to potential customer loss. We would like to understand

• What could be causing the modifiers to disappear after initial successful synchronization?
• What permanent solution can be implemented to ensure modifiers remain intact and do not get removed unexpectedly?

We request your assistance in identifying the root cause and providing a reliable solution to prevent this from happening again.
Looking forward to your prompt support on this matter.

[Summer2024]

Hi, @archanam ! 

I'm sorry to hear that this is happening. I am going to ask a few troubleshooting questions and then once I have those answers, I will escalate to our Application Support Engineers to take a deeper look. 

 Is this happening consistently after a specific number of days (e.g., always 3-5 days), or is it random?

When was the last time all modifiers were present and working correctly?

Are ALL modifiers disappearing, or only specific ones?

Have you tried:

-Clearing the app cache?

-Uninstalling and reinstalling the app?

-Checking device storage limits?

Does this happen on all devices, or specific ones?

What version of the mobile app is being used? Are there pending updates?

When modifiers disappear from the app, are they:

-Still visible in the Square dashboard?

-Gone from both the app AND Square?

I know this is a ton of questions but I want to make sure this is investigated thoroughly.