How do I find missing offline transactions?

[Volunteerto]

[Note: The title of this post has been edited by a moderator for clarity.]

I did a few transactions and there all missing it was done on offline mode but it has regained service and nothing is showing up. Clients signed for there services and the check mark saying all done popped up at the end. Tried calling customer support for 2 days now and Everytime I call it says it's not business hour no matter what time I call at. I have emailed them several times. I tested it to make sure it was done correctly and it was. I need to find out where these transactions went and yes I've checked transactions and I've checked every place you can think of and no it's not in my bank account. I need someone to contact me before the 3 day period when my transaction expires.

[RHatch · Accepted solution]

Once you have your device connected to the network.  Go to menu, transactions on your app.  It will show pending transactions at the top.  If there are transactions there that means it still hasn't reconnected and sent the transactions.

If there are no pending transactions then they have gone through and should be listed below.

In your dashboard you can view your Sales, just check you have the correct date range.  You can also check the transaction status report for any declined, canceled transactions.

[auntiejennie]

I had a transaction go through with a receipt printed, have receipt number but the transaction shows as cancelled.  How do I get this corrected?

[_Violet]

Hi @auntiejennie - Thanks for reaching out to us here on the Square Seller Community. I'm happy to provide you with some information on this.

It sounds like this payment was declined once you were able to get back online. Offline payments are processed automatically when you reconnect your device to the internet and may be declined if not processed within 24 hours. If there’s a profile for the customer in your directory, you’re able to reach out by sending them a Direct Message right from your online Square Dashboard.

I hope this information is helpful but please do let me know if you have any additional questions.

[auntiejennie]

If it declined, how was I able to print a receipt??

[auntiejennie]

If it declined, how was I able to print out a receipt with the charge showing??

[_Violet]

Hi again, @auntiejennie - Thanks for following up.

It is still possible to send digital receipts or print receipts for transactions taken in Offline Mode, even if the transaction ultimately declines. At the time you are printing the receipt for the transaction, you are still in Offline Mode so our system isn't able to recognize whether the payment will or will not be ultimately successful until you connect to the internet.

However, I am only able to provide general information here. In the Seller Community, we are not able to access your Square account or transaction history to determine exactly what happened with this payment or the exact reason for decline. I suggest contacting our Support Team so they can look further into this with you.

If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[CocoCD]

I too am missing 6 transactions. How can a contact Square to solve this issue? 

[isabelle]

Hey @CocoCD.

So sorry to hear about this.

Our number is (855) 700-6000 - but you'll also need your customer code.  The steps to look up your code are here. Please let us know if you have any additional questions! 

[statelimousine]

i am missing payment

[Juliahewitt1011]

I am missing several transactions done in offline mode.. they showed done at time of transaction but nothing is pending and they are not anywhere. What do I do?

[Juliahewitt1011]

I can see the transactions now but how do I push them through?

[Laurie_]

Thanks for reaching out to us, @Juliahewitt1011, and sorry to hear you're experiencing some issues processing your Offline Payments.

If you have reconnected to the internet within 24 hours after processing your payments in Offline Mode and can see these transactions showing on your Transactions page, these funds will be transferred to you in your next available transfer.

Since we're unable to view your payment history via the Seller Community, we recommend reaching out to our Support Team in the event you're unsure if a payment you processed was successfully captured.

If you'd like to speak with our Support Team by phone, you can give us a call at 1-855-700-6000 between 6 am - 6 pm Pacific Time Monday - Friday. You can also get in touch with our Messaging and Email Support Teams here: squ.re/contactsqsupport