Customers not attaching to sale - PLEASE HELP

[crystalimages]

This issue is persisting for 2 days. I've talked to tech support and sent this information as requested, but I thought I'd try here also.

When I take an order and add a customer, the customer info saves to the directory, but the customer is not attached to the sale. We have updated the iPad iOS and square to the latest versions. We use the regular square POS.

It occurred to me to turn off customer management and turn it back on in hopes to trigger something, but that didn't do anything either.

To answer the obvious, yes, we are adding a customer to the sale when we take an order. I have customer management turned on. This has been our practice since we started using square 5 years ago. Only in the last 2 days has this issue come up.

When we take an order, we add items to the ticket and then add customer and collect first name, last name, phone, and email. Then take payment and close the sale. At the end of the sale we are given the choice to email or text the receipt to the customer we created, but after, there is no customer attached to the sale under transaction on the iPad nor the dashboard.

 Here are screenshots of what I'm seeing.

This is what I normally see on a sale: The paid by information, the customer we created when making the sale.
Also, it usually shows the name on the card at the bottom.

 

Now I'm seeing this on most of the sales. No Paid by, no customer attached. No name from the card.

This is an example of an invoice doing the same thing. So it's not just when we take the sale on the POS.

However, the invoice was created and sent from the POS.

 

When I look at the dashboard on a computer it doesn't show, but it isn't there under transactions on the ipad or iphone either.

 

 

 

I can find the customer we created in the directory, but no sales attached. I can then add customer to sale from the dashboard, but it usually attaches automatically.

 

I can provide screenshots for each device if necessary, but here's to show I've updated my iPhone and 2 of my iPads to current versions. 

 

 

 

  

I spent 3.5 hours on chat and at least a half hour on the phone with tech support already. 
I feel like I was just being coddled and left waiting while nothing was being done. I didn't get any real information as to how the issue was being looked into. I asked many questions that were ignored, such as what level of support was I working with? I've worked in tech support for various companies and usually there are different tiers of support. I felt very frustrated that no updates were given other than a generic, "I'm still looking into this...". It honestly felt like they were just giving me a response once in a while to make me think something was happening, when in fact they were doing nothing at all. When I work with tech support with other companies, I usually get a transcript of the conversation emailed to me, but nothing from square tech support. Which further makes me feel like nothing was happening and I wasn't being taken seriously. 

I need some real help on this. Please escalate this to a department that can actually look into the issue and help me. This is affecting my business greatly.

Brian

Crystal Images 

[JJ_]

Hey @crystalimages 

Our Engineers are aware of this situation and have applied a fix that has corrected the disruption. They are also doing their best effort to link all affected payments to their respective customers. I hope this has now been solved for you. 

[crystalimages]

Thank you! Finally someone who had an answer. It's working again now. Give my thanks to the engineers!