Offline mode/internet payment trouble

[HCoffee]

Anyone else having trouble this morning? My Square terminal was connected to internet via my phone & I did NOT get an orange bar to indicate offline mode/loss of internet… but I noticed in reports that my recent sales hadn’t registered.  Transactions showed that my 2 most recent cash sales were ‘offline’?  So I toggled the wifi connection off/on in settings & one has now gone through as processed but the other is still saying offline.  I tried taking a card payment & it came up 3 times as ‘unable to connect to internet’ even when I tried pressing ‘enter offline mode’ & despit the fact that the square terminal indicates that it IS connected to internet & my phone shows 4 bars.  Why isn’t my payment processing or even offline working?! I’ve tried restarting no change, tried turning it fully off then back on & no change.   I’ve saved the sale that wouldn’t go through as a ticket to be paid the next time the customer returns (hopefully).  I tried calling Square half an hour ago & am still in the queue for a call back.    

[Laurie_]

Hi there @HCoffee,

Thanks for reaching out to us and sorry to hear you experienced this issue. It sounds like you were impacted by the earlier payment disruptions across all Square devices. 

We have since released a fix for the earlier disruption and the issues impacting payment acceptance have been resolved. We understand how important it is for all of our services to be running for your business, and our Engineering team is actively discussing how to prevent future disruptions like this one. To check on the platform status in real time, please visit https://issquareup.com. 

Regarding the payments you processed with Offline Mode during the outage, we recommend touching base with our Support Team to confirm whether these were successfully captured and can be pushed through now that the service has been restored.

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time), or contact us via online chat or email. See the below steps.

1. Sign in to your Square account

2. Head to our contact page https://squ.re/3AWfZs2

3. Go to "Other", then "I don't see my issue"

4. Click "Message us", "Email us" or "Call Us"

Or, if you see the new chatbot help flow, type “support” to bring up a list of contact methods.