Missing Transactions

[Jaxelrad]

We did a large amount of sales yesterday Sept. 3rd, 2021, and none of them are showing up in transactions or sales reports. We have another big sale day today and I'm worried if I use square all of our money is not being processed. 

I did Uninstall and reinstall the app on my tablet and phone, it isn't showing up on the dashboard either. Some of my friends said there was an update and they experienced issues, but when they reinstalled their transactions showed up. 

Can someone advise me on what to do, the number is closed for the holiday and I've sent an email already. I'm wondering if I should only accept cash sales today?? thank you! 

[VanKalkerFarms]

@Jaxelrad The first thing that comes to mind is you are not logged into the account that processed the cards.  many people accidentally have 2 accounts when setting up and log into the wrong one.  or you are logged into the wrong location in your account.

There isn't a way for anyone here to access your account but I would spend some time looking at your account and log out and see if you have emails to a different email address that is a different account.

[Jaxelrad]

I did notice another email on the tablet last night, if the tablet was on another email, but the app was on my email, does that mean none of the sales went through? The other email does not have a square account. It looked like I was using my account but the tablet itself may have been on a different one?

I also just asked one of my clients from yesterday and they said they did not get charged on their card, but all the transactions said accepted and people signed and tipped?

[VanKalkerFarms]

whatever account that was signed in has the transactions in it.  figuring out what that account is is the key, provided that is the issue.  

[Jaxelrad]

It was definitely signed in on my account, it was in offline mode being hot spot, not sure if that makes a difference? I tried it this morning and the transactions are working fine, everything looks the same as it did last night. I guess I'll need to wait to talk to somebody who can review the account. 

[VanKalkerFarms]

If you were in offline mode that makes a huge difference as the transactions don't actually happen until you get the device out of offline mode.  If you were on a hot spot for the internet it shouldn't have been in offline mode.