Square Terminal not processing offline mode payments even when connected to network....please help!

[BlissBarTX]

We had the last 4 transactions of the day taken under offline mode as the system said "no network connection" and we couldn't get it to come back on quickly.  The wifi/router has been reset and no change.  We went to our home network, no change.  The wifi icon is appearing in the top right of the terminal, but the transaction fail to process giving us a "no connection" message.  Has anyone encountered this today, I'm wondering if it's a server/square issue and hopefully not an issue with the device itself.  Any help would be greatly appreciated.  Thanks in advance!

[AshleyK]

Hi @BlissBarTX I'm so sorry to hear about this. Trying different wifi networks is the best thing you could have done, but in this situation, you need to reach out to Customer Success immediately so they can troubleshoot your Square Terminal over the phone. Since your payments will expire in 3 business days, make sure to record each payment through screenshots on your phone so the support team can reference those as well. 

[SqrNat]

Did you every get this resolved.  I am also having the same problem.  The terminal would connect to my shop wifi but none of the screens would refresh, just have the circle with "no connection Tap to retry" screen.  Tried it with my phone hotspot and my home internet.  It would connect to wifi(had the signal fan mark), but the software seemed to think that it was not connected.

Can I turn off the terminal by press and holding the power button to reset without losing the transaction? 

[ashc]

Hey @SqrNat,

I'd recommend contacting our CS team to do some real-time troubleshooting. 

They can be contacted here. 

[SqrNat]

The terminal connected this morning and the transaction went thru... Maybe it was a problem on square's server side???  Does Square's server ever go down for half a day?  I know google servers were down yesterday for a bit.

[SAwindshield]

Have you been able to resolve it?  I am having the same problem. I have tried everything.

[Kassi_]

Hey there, @

Welcome to the Community! 

Take a look at this troubleshooting guide for your Terminal to help with this Offline Mode issue you're seeing. 

If these don't do the trick, please reach out to our Hardware team. They can take a deeper look and provide the best path to resolution. 

Thank you!