Offline anomaly

[narrogingc]

I recently had a situation were one of our Terminals was offline (orange banner across the top) which I think had been out of WiFi range for a couple of hours. A staff member took a sales payment and as the customer tapped the Terminal, the banner turned red (non functional). After logging into Square a few days later (and after the Terminal was back online), the transaction had not been recorded. I contacted the customer (known to us) who checked his bank account and the transaction was shown. After several days, an amount appeared in our bank account but without any detail other than "SQ". After some detective work, it was clearly the payment.

I guess this is a cautionary tale but if someone has had this happen I'd like to hear.

Dayle...

[Arie]

Hi @narrogingc,

Thanks for reaching out to us here in the Seller Community! 

While we're not able to take a look into individual transactions via this public forum, this is something our support team can confirm from their end. Get in touch with our team on You can call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email if you're seeing any issues with transactions in the future: 

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Click on any topic, then "I don't see my issue"

4. Click "Message us" or "Email us"