Unauthorized software update

[DonumDei]

We were at an outdoor concert as a craft beer vendor.  We made our fist transaction of the evening and the square terminal went into a software update without our conformation.  We needed to get the system on a network to get through the update so we could take payments.  We used a cell phone to replicate our network and finished the upgrade while customers were waiting, about 10 mins.  After the upgrade everything seemed to be working as before.  Payments were taken and the completion check mark was given, everything was working as before the upgrade.  We processed to take payments for 7 more hours.  We then went home and connected to the network and the only payment of record was the first one before the upgrade.

We called tech support and they had us send them logs from the system to be analyzed.  Well three days later they just sent me an email saying that there was no data before the time I sent the log and that means there was a factory reset and all data was gone.

We did several thousands of dollars worth of transactions and none of them went through.  What do we do now?  We are a small Mom and Pop brewery that relies on this festival for operating capital. 

[HC_Charlie]

Hello @DonumDei thanks for your post. I am so sorry this happened to you. I understand how frustrating it is when updates and unscheduled events interrupt serving your customers. I've done remote shows and I understand how important they are to small businesses and how much every sale adds to the bottom line. I wish I had an answer for you as to how/why this happened. The only thing I can suggest to you, and you may have already done this with Square...but if you go to your Dashboard on your computer in your Square account, can you see transactions for that day? Is just the first transaction showing up or can you see all the others you made that day? If you can see those transactions perhaps you can offer that data to someone in the Support Dept.

The other thing I can think of is...would you be able to contact anyone you might remember or know from that day that may have gotten a physical printed receipt from your terminal, or even an emailed receipt from their transaction. Perhaps having that data and receipt info forwarded to Support could help track down some of those transactions.