On Nov 25th, we were processing credit card transactions at a local holiday ceramics market. Each transaction seemingly went through successfully in the moment of sale as it normally does. At the end of the day, we went to check our balance and all but two sales transactions had completely disappeared. There was no evidence of the missing credit card transactions anywhere in the transaction history or in sales reports or in email or anywhere else outside of the app. Offline mode was turned off the entire time. We basically had given away free merchandise to people because of the Square app malfunction. How can this even be possible?
This is such a miserable failure on the part of the Square app's security and functionality. Even if we had some sort of email paper trail outside of the app to show evidence of transactions we could potentially recover those funds but the app doesn't send notification of transactions. We only received a single sales report summary that was missing hundreds of dollars in credit card sales. I looked everywhere in the app for any way to receive an email notification for each transaction and couldn't find it.
Since this happened over the weekend and customer support was closed, we messaged Square's social media team and told them what happened. They directed us to call 1-855-700-6000 on Monday in order to upload a support ledger from the device that was used to process the sales so that a ticket could be opened with the engineering team where they could hopefully recover the missing sales data.
I've now spent hours on the phone being redirected to a chat bot waiting for a very long time for useless canned responses. Can someone here please help us get in contact with someone that can help us with this issue?
