Transactions and Sales

[Jaxelrad]

I have been trying to reach a representative for 3 days, including requesting a call back and waiting for over an hour on hold.

My foodtruck sold out September 3rd, all card swipes went through, tips, and signatures... there are no sales, transactions, or reports to show for it. I was not paid, and one of my friends who ordered said their card did not show a charge on it.

I understand Square did an update prior to that evening. I have Uninstalled and reinstalled the app since and still none of the sales are showing up. 

My account is the only one on our tablet, I'm very concerned, that is a lot of money to lose!

Can someone please get me connected with someone who can help me with my account? I'm still on hold, 45 min and waiting... again.

[Donnie-M]

@Jaxelrad Were you connected and online while you were processing transactions? did you have the app enabled to process transactions "offline"?

Of course, no one on the forums can answer account specific questions like yours.  I recommend going through your online dashboard and clicking the help icon in the top right corner and going through the support site.  You can also check the online dashboard for sales data.

The reason I ask the above questions has to do with a specific time where transactions can be lost:

"If you have pending offline payments, do not delete the Square app. Pending offline payments will be permanently lost and the funds won’t be captured if the app is deleted. Make sure you process these payments by re-connecting your device to the Internet."

Here is the support article and good luck:

https://squareup.com/help/us/en/article/5095-process-payments-in-offline-mode 

Donnie-M

[Jaxelrad]

It was online as it was hot spotted, that being said I never saw transactions or reports show up until after the update, I just thought that was normal. Now I can see it real time, that just happened this past week. I haven't had any problem since, but the night the transactions are missing from was $1100+ dollars 😞