POS time is wrong for order pickup

[pizzaamericana]

In square POS scheduled tab the order pickup time is wrong and several completed orders were wrong, inside the order the pickup time is accurate and still coming through the KDS with the accurate time. This was never like that until the new orders tab was consolidated. It is also very confusing when the order becomes active vs scheduled. But the main issue is the wrong order time. 

[Sammie_C]

Hi @pizzaamericana, welcome to the Square Community!

I had our Account Services team take a look and they said that on their side that both the POS and Dashboard sides appear correct. 

They have a small list of questions for you:

1. What device or devices are you using? And does this issue occur on one or multiple devices?
2. Are your devices and app up-to-date?
3. Could you please verify that your date and time settings are correct?

Please let me know what you see on your side, and we can go from there.

[pizzaamericana]

We are using the latest square registered just purchased in August we have two of them they are both wrong.

Yes the apps are up to date

Yes the date and time setting are correct.

[Sammie_C]

Thank you for confirming that information! I can get a ticket filed with our Engineering team on this.

A quick question first though. I see in the example you posted that it appears to be 5 hours off. Is it always this amount of time, or is it sometimes different?

I also wanted to give you a heads up that I removed the photos you supplied in your original post to make sure all customer information is kept private. I will get those screenshots sent over to our Engineers though!

[pizzaamericana]

I am not sure it is always 5 hours off, it is only after the time has past that it appears incorrect which doesn't make a lot of sense.  

[2hermanostacos]

Was this ever resolved?  I'm having the same issue with my orders being off by 3 hours (client shows a pickup time of 12:30, but our tickets say 3:30 even though we close at 2:30).

[Sammie_C]

It has not been resolved yet, but I can go ahead a file a ticket for both of you.

Do you all by chance have any screenshots showing this issue, that I can provide our Engineers?

[Madame_and_Yves]

I'm having the same issue. I have checked that my location is set to the right time, that our fulfilment hours are correct, that the device is running the current update. This is incredibly confusing for our staff, given they often rely on checking the orders screen in the POS to see what orders are ahead before printing ticket... and the date can seem to be off by an entire day depending on when fulfillment is scheduled. The actual scheduled collection time is only accurate if they print the docket or view the full order in Square. This issue has only happened since the most recent major update to Square Online we were recently converted to. This is clearly a bug with the roll out and we need it fixed ASAP please!

[Madame_and_Yves]

Also worth noting the Square phone app isn't having this issue: it seems to be with the Register POS.

[Sammie_C]

I am sorry to hear you are experiencing this, as well! Do you by chance have a screenshot of the issue you are seeing on your side?

[pizzaamericana]

There were screen shots attached and the other person who responded removed them.  This really needs to be addressed asap. 

[Sammie_C]

Correct, @pizzaamericana. I deleted those screenshots to keep any potentially private information secure. I will get your screenshots over to our Engineers, but our Engineers are needing a couple other examples since this is happening with other Sellers too. I am working to get this figured out for you ASAP.

@Madame_and_Yves and @2hermanostacos, do you all have any screenshots of this issue on your side, please. Feel free to send them over Direct Message to keep the information private, if you prefer.

[Madame_and_Yves]

I'm going to go ahead and start a ticket with Square Support and will be sure to include screenshots. This appears to only be on the Square Register as I'm also running Square POS on my iPhone and iPad which all show the correct collection times in the orders tab as well as the order detail screen.