Offline Payments Not Syncing

[BottlenCoDD]

Can’t get through to Support phone line so I’m hoping someone can help!

Basically, an internet outage. Connected to a neighbour’s working WiFi. Payments not syncing and articles suggest I have 2 hours before £900 of transactions will be lost 😭

Support articles suggest “When your device loses connection or uploads offline payments, the Square status or notification banner appears at the top of your device's screen in the Square Point of Sale app”

I don’t see that.

”Countdown Clock: The red banner includes a countdown clock showing how much time you have left in your offline session (typically up to 24 hours to reconnect and upload). Note that this countdown clock will not appear if you are offline due to a broad Square service disruption”

I don’t see that either.

I am panicking.

I have re-started the device and force quit the app.

[Manny_SelSq]

@BottlenCoDD 

Don’t delete or reinstall the app, sign out, change modes or locations, or factory-reset the device. Those actions can remove pending payments. Since restarting didn’t help, I’d stop restarting and leave it powered on and connected.

If you have another device, try opening Square on the same Wi-Fi to see whether it connects. That may help narrow down the connection issue, but the pending payments still need to upload from the original device.

If a receipt printer is connected to the original device, open an affected payment in Transactions and look for New Receipt > Print Receipt. I’m not sure that option is available while a payment is pending. If it is, keep the printouts as a record.

[ChickenRacer]

Hope this sorted itself out @BottlenCoDD! Being remote, internet outages are part of life for us, so I've had the same sweaty-palms moment. Everything Manny said is spot on, especially not signing out or reinstalling.

We run Starlink as our main connection and keep a local mobile phone ready to hotspot at all times as a backup, so if one drops we can switch the POS over straight away. A neighbour's Wi-Fi can work, but sometimes there's filtering or a login page that stops Square uploading.

The other catch for us is that a lot of our payments are over $100, so riding it out in offline mode isn't great. Every card taken offline is a risk until it uploads, as it could still decline. That's why we'd rather switch connections fast than sit offline. Worth checking Settings > Offline Payments on each device so you know what limit you're set to.

Let us know how you went!