Multiple transactions are Awaiting Capture how do I fix this?

[Amanda_Bierock]

Today I saw the pre-auth function was taken from beta to "regular use" and I really want to use it, but it looked like it only works with Square for Restaurants and all my devices currently run Square Point of Sale. I was trying to see what it would take to move to Square for Restaurants and at one point, in my Dashboard (web browser) I had selected "Reopen and keep payment method" and subsequently saw info that this would negatively impact reporting so I changed the setting to "Reopen and remove payment method" but I now have 12 or 16 transactions from today (about 4-6pm - issue not seen with transactions before or after this timeframe and there were quite a few) that are stuck as "Awaiting Capture". Not sure if it is 12 or 16 because I see different numbers depending on when I look under Transactions or in a Sales Summary Report. It is NOT an issue with tips needing to be added/"settled". In fact, some of these are cash transactions. I have read so much trying to figure this out and can't for the life of me figure out what to do. I can't "close the day" which seemed like it might work because that seems to be an option only in the Square for Restaurants app which I do not currently have/use. AAAARRRGHHH!!!!!! I am pretty tech savvy and it is so frustrating that I can't figure this out.

 

 

 

[Amanda_Bierock]

Well, enough time has passed that everything Awaiting Capture is now Complete. So I guess lesson learned to not select the "Reopen and keep payment method" unless you really need to and are running/using the Square for Restaurants app, as the only fix is apparently to wait it out.

[MarySchop]

Customer support here on Square really is awful.  We shouldn't have to crowd source support.  Having the same issue and I guess the answer is to wait?

[RobynR · Accepted solution]

Hey @MarySchop, thanks for joining the Community.

Sorry to hear you're having trouble. If you're experiencing delays with a transaction, you can check the status using the Transaction Status Report in your Square Dashboard.

Here’s how:

1. Sign in to your Square Dashboard.
2. Go to Reports > Transaction Status.
3. Enter the transaction details to check its status.

If the payment is pending, it may be processing, and you’ll need to wait for it to complete. If you believe there’s an issue, reaching out to our Support team directly is the best option.

You can find more details in this article: Transaction Status Report.

Let me know if you need any other help!