Can't Log Out, Phantom Payment

[Barb919]

Our terminal is still a little messed up after the servers went down this weekend. I couldn't log in using my ipad's device ID but we eventually got in using a username and password. However, ever since, we've been unable to logout out of this account, because of a phantom pending payment, even if we force close the app and and reboot the ipad. No pending payments are listed in either the ipad transactions or on the squareup dashboard. Now this is quite annoying because we lost all of our favorites and settings.

[Laurie_]

We're sorry to hear you're experiencing this issue, @Barb919!

Just to confirm, when you navigate to your Transaction Status report in your Dashboard and update the date to 'Last Month', you aren't seeing any payments?

Thanks for troubleshooting with those steps above already, another step we can try is resetting the device code on your Devices page online. Once you log in using your new code, let us know if this enables you to log out again.

Additionally, have you enabled Open Tickets or Cash Management on this device? If you have, it's worth double-checking there aren't any open tickets or drawer sessions that could be preventing you from logging out of the app.

We'll keep a lookout for your reply here but if you do need to reach out to our Support Team ASAP, you can reach them at 1-855-700-6000 between 6 am - 6 pm Pacific Time Monday - Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.