Stuck in Busy Mode / Prep Time Locked at 30 Minutes — Need Help

[ElPolloFeoSmash]

Hi everyone,

I’m hoping someone here can help because I’m out of ideas and Square support isn’t available on weekends.

Last night I turned on Busy Mode to give us an extra 15 minutes of prep time during a rush. Instead of the normal countdown, it showed a wild number — something like busy mode will end in over 2 million minutes.

When I came in this morning, Busy Mode looked like it had turned off, but our online orders were still defaulting to a 30-minute prep time.

Here’s what I’ve tried so far:

Manually toggled Busy Mode back on and then off again

Adjusted our prep time from 15 minutes down to 5 minutes

Turned off the POS and turned it back on

Checked settings in both the Square Dashboard and on the device

Unfortunately, nothing has fixed the issue — online orders are still stuck showing a 30-minute prep time no matter what we set.

If anyone has run into this before or knows a workaround I might be missing, I would really appreciate any insight. Thank you!

[_Violet]

Hey there @ElPolloFeoSmash and welcome back to the Square Community, although I'm sorry to hear this issue with your prep time has brought you here 😞

I'm not sure which type of device you're using (ipad, Square Terminal, Handheld, or Register), but have you checked to make sure that you're on the most up-to-date app or software version as well? Oftentimes, bugs like this can be caused by out-of-date software. If you're on the Terminal, Handheld, or Register, I would also suggest performing a factory reset, when you have some downtime, so your service isn't interrupted.

Let me know how this goes for you. I'll keep an eye out for your reply!