Upcoming Appointments not appearing on Customer Profile on the Square Register

[anniemcg]

Recently, upcoming appointments are no longer showing up when we view a customer profile on our Square Register.  If we view them on the web or mobile apps, the upcoming appointments do show up. I haven't found a Register-specific setting to explain this, but it's becoming a big issue as our receptionist is booking extra appointments for clients because existing appointments aren't showing up.

I've rebooted the Square Register several times to no effect.

[Sammie_C]

Hi @anniemcg, we appreciate your reaching out. I can understand that this may be frustrating, so I am sorry you are having to deal with this.

Would you be able to try these few troubleshooting steps, please?

• Ensure you are logged in to both the Square Appointments and Square Point of Sale app with the same email and password.

• Update your mobile device and Appointments app.

• Log out of the app and sign back in.

• Turn your mobile device off and then back on (I understand you have done so, but please try one more time with all of these steps).

• Force-quit the app.

• Be sure to enable the permissions requested when you open the Appointments app.

• Delete and reinstall the app. See Apple’s support site and Google’s support site for instructions on how to do so.

Hopefully these tips will fix it, but if you continue to experience difficulties let me know and I can take another look! 

Also, just to let you know, I moved this post from our Square Register board to our Square Appointments board. Just to keep everything organized.

[anniemcg]

Thank you for the response, but I think you've misunderstood where we are having the issue.  The mobile apps are working fine, so there is no need to delete and reinstall the apps.  The only place we are seeing the issue is on the Square Register. When I view a customer record on the Square Register, the section that should contain the Upcoming Appointments does not load anymore.

Additionally, I have discovered that the Upcoming Appointments do occassionally load after 10 or 15 seconds.  It seems to only work for our newer clients.  Any customer with a significant history does not load, no matter how long I wait.  Again, I want to stress that this only happens on our Square Register.  It works fine on the web and with the mobile apps.

[Sammie_C]

Appreciate you reaching back out, @anniemcg. I understand, but part of our process for troubleshooting difficulties with Square products is by having sellers walk through our troubleshooting process.

I went ahead and have reached out to our Operations team to take a look into this in the meantime. I will reach back out as soon as I hear back from them!

[Sammie_C · Accepted solution]

Hi again @anniemcg. I just heard back from our Operations team and they said that this is an issue that they are aware of and have a fix implemented for this and it will land in the next released update, Version 6.67.

Whenever this update is released and you are able to, please feel free to test if this fixes this issue. If you are still experiencing difficulties with this, please let me know.

We appreciate you bringing this to our attention and for your patience as we looked into this.

[anniemcg]

Thank you for the follow up. Can you please direct me to where I can find the relevant release schedule?