OPEN TICKETS DISAPPEARED

[Lybcoffee]

Hi! I need urgent help as I might lose my job here. All of the saved open tickets worth thousands of sales suddenly disappeared. Please help.

[TheRealChipA]

Hey there @Lybcoffee.  I just woke up and saw this post.  Did you find them?

[Lybcoffee]

Not yet 🥲

[ryanwanner]

@LybcoffeeEeek! That's not good at all!

I wonder if your account may have been ported over to the new Open Tickets interface. When you tap on the Tickets button on the POS, do you get sent to the Orders screen now? If so, you have been moved over.

I recommend contacting Customer Support for this one. The switch may have caused this problem, and they should be able to recover the missing tickets.

[Lybcoffee]

i downloaded the app on another ipad, no ticket button like before.

Previous ipad has ticket button but no saved tickets

[ryanwanner]

Gotcha.

On your new iPad you will need to enable open tickets. You do this at More -> Settings -> Open Tickets.

Try something if you can, please. I've noticed that my old Open Tickets experience is still active on my iPhone, and I can access the prior tickets there. If you can, try putting the app on your phone and see if you can access the tickets then. This may not work but it's worth a shot!

I'm also going to ping @MichelleSQ here, she was one of the beta managers on the Open Tickets project. She may be able to shed some light as to what's going on here.

[_Violet · Accepted solution]

Hi @Lybcoffee 👋 Once again, I'm so sorry this happened 😞

I just reached out to our Engineers who are working on the Open Ticket Migration to have them take a look. Please keep an eye on your notifications here in the Square Community, in case they ask me to retrieve more details from you for their investigation.

I'll be sure to let you know what I find out! I appreciate your patience in the meantime 🙏

For now, I'm going to mark this response as the Best Answer to this question but I can always update this as we go.

[_Violet]

Update: @Lybcoffee - I've sent you a DM to follow up on this.

Thank you!

[lowerforge]

This is extremely difficult to navigate.  I am reading all the instructions and see if I click on in-store, the number 2 (which is the correct number of open tickets) but I can not retrieve them either on my iPad or remote terminal.  I can see them on my iphone but that is not going to be helpful when we are open and busy this weekend to close people's tabs. 

I'll be following this thread and probably spending even more time than I have already spent but I need to figure it out or develop some kind of work around before Thursday. 

Good luck to us all!

[Brews]

Tickets is missing from an option, it is no longer on our terminal. Square is getting less and less user friendly and more of a programmers nightmare. Has anyone used a different provider that has Pre authorization for bar tabs? Square is just always in a trial mode that keeps changing and very frustrating to change or what should be very simple features. We pay for this stress! It took years to get them to offer Preauthorization and now this disaster. I've spent hours of my time and nothing, calling in is a total joke as they send stuff off the net that any fool can find. 

[ryanwanner]

@Brews  Open tickets are moving to the Orders section of your point of sale app, this may be where yours wandered off to.

As for preauth, I'm not sure if you're using it and just venting here (legit), or if you are looking for it as an option within Square.  Preauth is available in the Square for Restaurants app. I recommend checking it out if you haven't already.

I do question the "trial mode" comment however: the app itself is pretty stable overall; the dev teams are working on launching new and highly requested features, like preauth. This does lead to some changes in usability of course, but it should never completely hamper your use of the product. I also recommend checking out the Beta side of this community. The dev teams are constantly looking to bring new sellers in to test new projects, and hopefully the beta sellers can weed out all the randomness that can come with distribution of new features to so many sellers.