Payments failing when splitting bills

[The_Sun_Inn]

Hi all, we are having problems with splitting bills again on the registers, if we split a bill multiple ways and one payment card needs a "Pin Check" the system crashes on the last payment, (goes to the black screen and square logo), then takes a few mins to come back on. The payments are all then refunded to the customer and we have to start again! Explaining this to the customers is a headache! Is anyone else having this issue? We have 2 Registers and 2 Terminals, It is only the registers that it does it on, it had happened about a year ago and for a while seemed to have been fixed.

[Breffni]

Hi @The_Sun_Inn, thanks for flagging this. 

I do recall a similar issue from quite ago awhile but I think it was resolved, as you mentioned and I haven't seen any recent cases while having a look today. 

I can take a closer look into this for you, but can you first answer the following questions: 

- Which Point of Sale you are experiencing this on? Standard, Square for Retail, Square for Restaurants? 

- How many registers is this happening on? How many times roughly has it happened?

- Can you check that all of the registers have the most up-to-date software: 

1. More > Settings > Hardware.
2. Tap General
3. Software Update

Thanks, I'll keep an eye out for your response. 

[The_Sun_Inn]

Hi @Breffni thanks for your response, in answer to your questions...

We are using Restaurants POS

It happens on the 2 registers that we have

It happens every time a customer taps for contactless and a pin check is then required whilst splitting the bill, probably now around 8/10 times over the last month

The software is saying it is up to date.

Thanks Neal

[Breffni]

Thanks for the info, Neal. 

I'd suggest doing a factory reset on both of them when you have a chance. 

If the issue persists, I'd suggest getting back in touch with our customer support team so that they can file a new ticket for investigation here, as I can't find any recent reports. This will need to go through support rather than here as the engineers will need in-depth details/transaction history that we can't get here in the Community.

Apologies for this inconvenience @The_Sun_Inn

[The_Sun_Inn]

@BreffniTried the factory reset so will get in touch with support, thank you 🙂