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?

[TessC]

I will continue to use Square for POS and inventory management with some redundancies, but everything else should be on the table. So, other than Stripe for CC processing, who/what do you recommend for the following: 

- Customer Relationship Management/Marketing: Specifically email & text marketing, and how are you integrating the names and information collected via Square's loyalty program at POS?

- Loyalty/Rewards: Anything compatible with Square?

- E-Commerce: Best tools, and their ability to integrate with Square for inventory management? 

[MtlPkch]

Looks like things are back up but the problem is that I had 8 offline transactions and only 1 went through.  The other 7 just disappeared. I luckily took a screenshot before the offline transactions disappeared. 

Will you be reimbursing me for the missing 7 offline transactions?  I've read the offline FAQ's and I did not logout of Square, uninstall Square, or exceed the 24 hour period before the offline transactions disappeared.

If you'd like, I can send you the screenshot of the offline transactions.

[Oscarspizza]

It appears I've lost over $500 in offline transactions overnight. I hope Square makes this right. 

[MichiganFarmsta]

It appears all the cash transactions uploaded. Now we are waiting on the CC transactions.  I would guess (hope) these will upload shortly as square gets things up and running smoothly!

[Aelsbeth]

I have a bunch of credit card manual entries that I will have to enter now as a result of Yesterdays outage. Are you going to charge me the higher percentage rate for these? I don’t want pay extra for something that wasn’t my issue.

[EcoAutoClean]

I hate we are all experiencing these issues.  Hope there will be a post about instant transfer fees being removed for today since we were not able to access our funds last night. 😑

[Loriharms]

During the Times Square was down yesterday processed off-line payments. How do you get those to transfer to the bank?

[perkits]

we were out from about 3PM - close (biggest part of the day) we did use offline mode but its looks like nothing went through this morning. If Square is going to have an offline mode it should work with ease and it doesn't. At lost for words.

[perkits]

also I'm not going anywhere! Square is hands down the best! I heard PayPal and others had issues today as well. I do believe we should get a clear explanation from Square and they will make things right.

Outside of the community here I have seen a lot of not so good comments.

https://downdetector.com/status/square/map/ 

[tranguyen]

UPDATE:
It is confirmed that the disruption impacting Square services has been resolved. Please be aware that you may encounter delays in the updating of certain products/services.  Visit our Status Page for details and additional updates.

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Hey everyone, I just want to share an update on what has been happening.

Due to a system outage within Square, you may have been unable to log in to your account or process payments. Our systems are now back online and payments should be processing as normal.

If you've enabled offline mode during the outages, please make sure to reconnect your device to the internet as soon as possible. There might be a delay in seeing your offline payments appeared but our system is processing these payments as fast as we can. 

Something else to keep in mind: some account data may not be visible on your Dashboard or within the app just yet. This should be updated within the next 24 hours. 

Some of your will have been impacted by a delay in transferring funds from your Square account to your linked bank account this morning, Fri 8 Sept. We will be communicating this delay with the impacted sellers. If this is you, the funds that were scheduled to be transferred from your Square Balance to your linked bank account in the morning will now be sent to you later this afternoon.

We will continue to update issquareup.com with more information as we have it as well. Teams across the campany have been actively working on a fix to get everyone back up and running as soon as we can. Once the outage has been fully investigated, we plan to publish a full review of this issue and determine what steps we can take to prevent it from happening again.

We know that you trust us with your business, and these types of situations add challenges to running your operations. For that, we are truly sorry.

Thank you for bearing with us!

[TessC]

Thank you for the update. To be clear, you are saying that offline transactions executed during the outage, and that appear to be missing today, may yet appear and be processed? 

[Mel37901]

As a Square for Restaurants user, how do we capture tips on cards processed offline during this disruption.  80% of our business occurred following the disruption so you can imagine how much hangs in the wind here.

[perkits]

I have a lot of these in transactions. Do I have charge each one, or is this something from offline mode Square will pick up? I don't want to double charge customers.

[perkits]

All of these have now been processed without selecting the charge button. My suggestion is to just wait and give Square some time to catch up.

[PainLotionLady]

Not attached to this outage .. I had this happen three weeks ago when my reader died in the middle of the transaction. The customer received an email immediately but I didn't get paid until it showed up in my back office like this.  I accepted the transaction and it paid me and charged the customer as of the day I selected charge.  The customer was NOT charged twice, so you should be okay .. 

[Mel37901]

How do we handle transaction adjustments for tipping for items completed in offline?  We are a small business and our staff depend on the tips.  We will make sure they are paid to the staff, but how do WE recover the funds?

[thecornrcabinet]

We have some offline transactions that still  have not cleared, as it appears other people also have. My question is, Square policy says that offline transactions not processed within 24 hours may be declined. Since this is an extraordinary circumstance, is there still a chance of transactions being declined if this takes more than 24 hours?

[Hailey]

It is confirmed that the disruption impacting Square services has been resolved. Please be aware that you may encounter delays in the updating of certain products/services.  Visit our Status Page for details and additional updates.

[cbstl]

The status page doesn't say anything about the Square Online part of the dashboard, but I can't get to it currently. Clicking the Online button in the menu is supposed to go to https://squareup.com/dashboard/sites/ but it just redirects back to https://squareup.com/dashboard/

[HC_Charlie]

@cbstlthere still could be some residual backlog in getting user systems operational. I am getting the same action on my dashboard; I'm not able to access my online website. I'm waiting a bit later and try again and hope this will resolve itself.

[Pappys]

It seems everything is operating now except for navigation to online from my dashboard.  When I click on it, it just reloads the home page.