Missing transactions

[CJo504]

I have been trying to have an issue resolved with missing transactions. I am missing 2 1/2 days of c.c. sales; 5 shifts, 45 hours.   Thankfully I am currently running on 2 systems due to not having all inventory uploaded to square yet.

The old POS is being used solely for product pricing and totaling. Sales are totaled on old POS and then tendered on Square.

on 09/08 , 09/09 and half  day 09/10 I am missing all transactions COMPLETLY ! This is over $2500.00. Square said I was not offline, but they cant figure out the issue. I have sent my total transactions to them, no response other than the engineers are looking into it. This had been 20 days. 

Has anyone else had this issue?

[JJ_]

Hey there @CJo504 and welcome to the Seller Community

I've moved your post to a private board so we can discuss your account securely.

I've been working with Square for several years and your case sounds like one I encountered a long time ago. I will share a couple of ideas and I hope that one of them helps you get to the bottom of this situation.

1. Do you have employees that process transactions? And if so have they ever created a Square Account to process payments for you? This has happened in the past where employees inadvertently (or on purpose) process transactions under their own account instead of the main business account. If that would be the case then your transactions could potentially be stuck in a different account waiting to be transferred.

2. Have you ever created a second account in Square? This can sometimes happen by accident when you got a new device and instead of login in you accidentally sign up for a new account. This again would cause transactions to be stored on a different account. 

3. Try analyzing the days of the missing transactions did anything happen out of routine? )e.g. Your device failed and you had to restore it, you or any of your employees borrowed a device to process payments for the day.) Ive seen cases where one device was logged in on a different account when the Business account was expected to be logged in.

From my experience, one of these 3 will be the case. I hope this information is helpful!