Known Issue 10/21/23: Multiple Services Disruption

[MountainHouse]

The title of this thread has been edited by a Square Moderator from the original: "TRANSACTIONS DISAPPEARING!"

Using the square stand with the iPad for Square for retail we have an issue with transactions disappearing... They eventually come back after one to five minutes. The sales total also does not update when the transactions disappear, This has happened for at least the last 3 years, but seems to be getting worse. @_Violet 

I have video but it wont let me attach an upload..

[JK_Fiber_Art]

Hi Shopcountryclub,

This site may provide some detail concerning your issues.  As the Community is not Tech Support or Customer Support, what many of us do when problems pop up is check Square's US Status website.  You can at least validate your concerns that you're not the only business experiencing issues.

[VanKalkerFarms]

All seems to be back to normal now.  As always issquareup.com will have the most recent news and status updates

https://www.issquareup.com/incidents/vmk4wyz7zkrq

[ronnie9580]

I'm processing payments and the customers are seeing they are getting charged but when we go to our transactions we show no sales, will we get our money?

[JK_Fiber_Art]

Hi Ronnie9580,

You're not alone experiencing system issues today.  This site may provide some details concerning your issues.  As the Community is not Tech Support or Customer Support, what many of us do when problems pop up is check Square's US Status website.

[Candlestore]

@ronnie9580 ;

See if you can setup another printer for receipts, that is what I did.

https://www.sellercommunity.com/t5/Troubleshooting/Square-Outage-October-21/td-p/689913 

[VanKalkerFarms]

All seems to be back to normal now.  As always issquareup.com will have the most recent news and status updates

https://www.issquareup.com/incidents/vmk4wyz7zkrq

[Candlestore]

@VanKalkerFarms ;

Since the OP was from yesterday I would assume this was all related to the Delayed Transactions showing up.  No matter if I took a Credit card or a Cash Transaction then looked at Transactions the Transaction was taking anywhere from 15 min to 45 min to show up in my Transactions on a Square Stand.  Even if I looked on the Square Dashboard the Transactions would not be there.  Square knew of the issue and was working on it.  Square was able to restore this later in the day.... not sure when it was restored.

[HAD]

To Update my previous post on 10/21/2023 - About an hour or so later that afternoon, I re-checked the transaction log, and the three transactions that were missing showed up!  Anyway, when the issue happened I did check the Square Status site and saw a couple of issues reported around the same time that I had the issues.  However, the status did not make clear that the system was delayed and that the merchant will eventually get their money on those delayed transactions.  Therefore, we were not going to take a chance of accepting credit payment and not getting paid.  So for the rest of the day, we had to accept cash only from our customers.  We lost a few sales because of this!!!     

[VanKalkerFarms]

All seems to be back to normal now.  As always issquareup.com will have the most recent news and status updates

https://www.issquareup.com/incidents/vmk4wyz7zkrq

[cjg1965]

The "outage" or "logging issue" prevented me from sending my customer a receipt. I checked the transaction list to try another attempt at emailing her a receipt and there was no sign of the transaction. So I processed another $800 payment and it seemed to be accepted and advanced to the receipt page as normal - but again, the email process was interrupted and I was brought back to a cleared payment screen with the customer failing to get the email. And the second transaction wasn't showing up in the transaction list either. In fact, neither transaction showed up until much later in the day. I confirmed with my customer that her bank account was debited $1680.  What an embarrassment! Now, am I supposed to pay $66 in fees for a duplicate transaction and refund on an $843 sale, for a malfunction that Square allegedly caused due to unannounced "updates"? Smells like a scam employed to triple someone's transaction processing fees...