we would need more information to be able to help. do the transactions show up in your transactions? https://squareup.com/dashboard/sales/transactions
If they aren't showing up there then what I usually see from past questions is that people are logged into a different account on their phone vs what they are looking at. Like, Jim@UE.com is logged into their personal account on the payment device and payments@UE.com is logged in on the device checking the payments and is the actual account of the business.
