Performance Issue: Square Services Disruption 7 Sept, 2023

[urs]

[The title of this post was updated by a moderator from "IS SQUARE DOWN, EVERYWHERE?"]

The Square Support Line says..."you have reached us during an unexpected closure..."  Anyone have an idea what is going on?

[duffymahoney]

It seems too often that square goes down.  Today is a great example of it.  KDS doesn't work, ticket disappearing, payments disappearing. How does this happen to a company the size of Square?  Botched updates? Server issues? If you don't have isquareup.com bookmarked, you should.  

Anyone from square care to comment? In the last 6 months being down has cost me thousands.  

[meros]

I'm also curious about why Square's services frequently experience downtime. Whenever this happens, we experience a decline in sales, and our customers choose to shop elsewhere.

[trainman]

How do I get help over the phone, are they closed at this time (1:56PM CT).

I can't run a card, but did do an offline transaction.  How do I know when it goes through?  Is there a specific term alongside the dollar amount that flags that it hasn't been run through?  Right now it says Custom Amount in the Transactions tab.  What does that mean?

Thanks for any responses.

[kate151]

Something is wrong on their end...I can't get through either.  

[QuyDang]

in offline  mode, your pos  will save information of  the transaction and send it later when your  pos can connect to  server. However, it has chance that the transaction will  be declined or missing  and  Square does not help to recover that. It is bad :(((

[matheny00]

I get a web page from Cloudflare bad gateway Squareup Host Error or 

upstream connect error or disconnect/reset before headers. reset reason: connection failure, transport failure reason: immediate connect error: Connection refused

Bad gateway Error code 502

Visit cloudflare.com for more information.

2023-09-07 19:14:49 UTC

You

Browser

Working

Los Angeles

Cloudflare

Working

squareup.com

Host

Error

[kate151]

Same here...when I called, it said, we are unavailable!

[WhitneyMaille]

Same.  They definitely have an issue.  I'm unable to ship orders!

[Candlestore]

Same issue here, went to add a customer on my Stand and would not connect, thought I could on Dashboard... nope, got the 502 Error also.  Saw by the yellow banner that Square is having issues with services.  

[Candlestore]

Usually when I check for an issue there are 1 or 2 Yellow or Red checks if Square has an Issue.... This time it looks like EVERYTHING is affected and nothing is working correctly.  Square is recommending not to log out of devices.  

[GroomsbytheBay]

The SquareUp website won't even load.  My register won't load customers. Chat isn't working. Phone calls aren't available. 

It appears the entire server crashed.  Single point of failure isn't helpful for us business owners! 😞  PLS HLP.

[Flowerman]

Same here in Ohio. Have tried phone calls (they are down) chat. Zero help available!

[QuyDang]

Same to us. Everything down, cannot log in,  cannot  call customer service. Cannot load customer, cannot charge credit card. Got to give it free to my customer.  So does  Square pay us back since the  system doesnot working?

[FNPSRQ]

Is Square down today? Customer service hung up on me also....

[WhitneyMaille]

Square is down and they are showing their cards with total lack of emergency support.  Definitely time to consider alternatives while the memory is fresh.

[FNPSRQ]

Frustrating.

[PartyManiaMD]

One thing to keep in mind is that emergency support at any scale is going to be focused on getting the product back online. The last thing I want Square doing when an emergency crash or attack like this is happening is to staff the phone lines. Customer service support on any kind of global scale typically crashes and burns during emergencies regardless of the industry or product. A major airline recently cancelled on me and it took me 6 hours to get someone on the phone for them to hang up on me after telling me theres nothing they could do. 

To me it's more important in how they treat me outside of emergencies because during an emergency they should be focused on fixing the problem and afterwards making sure it is less likely to happen again.

Every alternative is just as bad when it comes to CSR, even the traditional CC processor I used to use would hang up on you if you call during an outage.

[WhitneyMaille]

What is the customer support phone number you use?

[TheRealChipA]

Customer support is also affected by this, folks.  They are on the same servers and data centers as we are.  Since this outage is system-wide, it’s no surprise that nothing is working.  They aren’t hanging up on anyone.

[TheRealChipA]

@urs all Square services are down for everyone, it seems.  Go to www.issquareup.com for updates.  Seems a data center is having problems.  My restaurants POS is working, at least, if I put it in offline mode by disconnecting it from the internet.  But so far nothing else is working.  And if the POS dies, I have a spreadsheet where I can keep track of cash in to enter later.

I’m in a chat group with a bunch of fellow sellers and they are all reporting the same thing.  All we can do is hang tight.  This has lasted an hour, nearly.  I’d recommend figuring out how you can do business with a paper and pen (or spreadsheet) until it is resolved.