Quantity Error on Virtual Terminal

[sodfarm]

The title of this thread has been edited by a Square Moderator from the original: Accessing dashboard through website and when entering a quantity >999 in the Virtual Terminal causes

Accessing dashboard through website and when entering a quantity >999 in the Virtual Terminal causes a NaN error and ‘We encountered an error building your cart’ message. This happens even when inventory tracking is disabled as we don't use that feature. Please check for any recent changes to quantity input limits or validation logic in the virtual terminal. If this is a bug, Square may need to patch it, especially since it's affecting businesses that routinely sell high-volume units (like sod or bulk goods).

[Sammie_C · Accepted solution]

Hi @sodfarm, I see this is your first post on the Square Community. Welcome!

When you have a moment, would you be able to provide a screenshot of the error message that is popping up? 

As well as, have you tried to access your Virtual Terminal from any other devices? If so, are you seeing the same message?

Please let me know and I can continue looking into this for you.

[Sammie_C · Accepted solution]

Hi @sodfarm, I see this is your first post on the Square Community. Welcome!

When you have a moment, would you be able to provide a screenshot of the error message that is popping up? 

As well as, have you tried to access your Virtual Terminal from any other devices? If so, are you seeing the same message?

Please let me know and I can continue looking into this for you.

[sodfarm]

I am getting a message that I don't have permission to upload images.

To answer you other questions, I am only getting this error on squares website accessing the virtual terminal through my dashboard. The app on my phone is not getting this error and working correctly. 

[Sammie_C]

Thank you for getting back to me with this information, @sodfarm. 

As a part of our troubleshooting process, could you please follow these steps:

• Make sure your browser is up to date.
• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome or Safari.
• If you have another laptop or computer, please try to access your Dashboard from it as well.

Let me know if any other tips work for you. If not, I can keep looking into this for you!

[sodfarm]

Hello,

Thank you. We had already done all of these steps prior to me posting my issue here. The same issue occurs regardless which computer accesses the virtual terminal through the square website dashboard. We have cleared the cookies, cache, etc. We are using all the web browsers that you mentioned.

[sodfarm]

Can anyone help on this issue? Can't seem to get anywhere on the online chat option with Sqaure. Is there a number to call to actually speak to someone at Sqaure in tech support?

[Sammie_C]

Thank you for getting back, @sodfarm. 

If you prefer speaking with Support over the phone, our Customer Success team is available from 6 a.m. to 6 p.m. PST, Monday through Friday at (855) 700-6000.

I can definitely continue assisting with your issue on this platform though, if you would like. I will just need to go through some basic troubleshooting as part of our process. Please let me know what you decide and I would be happy to assist further.

[sodfarm]

I would appreciate any assistance. 

[Sammie_C]

I would be happy to help, @sodfarm! I went ahead and reached out to our Operations team and they are currently looking into this for you. As soon as I hear back from them, I will reach back out here promptly. We appreciate your patience with this.

[sodfarm]

Thank you very much for your assistance.

[Sammie_C]

Wanted to check in, @sodfarm! Our engineers were able to see the same error on their side that you are experiencing and are in the process of implementing a fix for this. Hoping to have a fix in place by tomorrow. I will keep you posted when I hear back with more.

[sodfarm]

Wonderful news and thank you so much.

[Sammie_C · Accepted solution]

I wanted to let you know that a fix has been deployed and you should no longer be experiencing this item quantity issue any longer, @sodfarm. Please let me know if this fixes it for you!

[sodfarm]

Thank you for all your assistance. I just checked and all is back to working correctly. I sincerely appreciate your time and help.

[Sammie_C]

This is great to hear! You are so welcome, @sodfarm. Please don't hesitate to reach out if you ever have any other issues, questions, or concerns about Square. I am happy to help!