Help, please!

[RogueRaven]

I did an art show yesterday, while there were issues with the internet, I assumed all was well. Seems not. At all! Using my chip reader, if my square app told me the payment was accepted with the big ✔️, I assumed the payments WERE captured. This morning I received an email from square telling me I grossed $24?!? This means of ALL the cards I ran, the only one to “take” was the one I ran in the offline mode! It’s Sunday so I can’t contact anyone and even when I do, I fear they will tell me “sorry about ya” because it was ME!?! Any thoughts would me very appreciated! 

THANK YOU. 

julie 

[Lovewell]

@RogueRaven you said the one transaction you are seeing processed was in offline mode? Normally if there is a problem it would be with your offline payments. Not your online payments. What does your sales report say in your square POS system? 

[RogueRaven]

Thank you. I know, right?? It’s just shows the one transaction + the few $1.00 ones I tried yesterday. Sooo odd. I tried again today and it took the dollar fine…..but perhaps making it more if a mystery is why did none of the transactions except the $1.00 ones send me to the receipt option page? I did not ask for signatures, as I read they were no longer required and if I wanted to capture them, I would have to turn that option ON. I didn’t, hence, the signature page did not pop up either (this is my first show to n 5 years after doing many many over a span of ten years, using square since it began….I’ve never had a single issue …… it IS my first time using the square reader/chip reader thing vs the swipe reader….but I don’t think it’s brain surgery!?! I connected it, ran my card for $1.00, it took. Tried again at the show, it took…..then the internet was wonky, but i managed to get them to take. The ones I didn’t wrote checks or used venmo, but that was only a few). I spent some time messing with it today and it gets even stranger….it didn’t want to take my card at all. Won’t even acknowledge it!?! I haven’t tried in a few hours, but this is maddening (and again, odd!). Long answer to your simple question, sorry. The only “real” sale that shows from my dashboard it that one. It was around 2pm, the time I am pretty sure I set it to offline mode. Nothing else is there short the $1 trial runs. 

Is it me?? )=

[RogueRaven]

Oh……and, yep, now it’s still not acknowledging either of my cards. I’m online, reader is on & fully charged…..I put in $1.00, click review sale, click charge $1.00 and the charger’s green light that was showing up earlier today when it was working (BUT never did yesterday, by the way) and my I pad does nothing. At all. Ugh! 

[RobynR]

Hey @RogueRaven,

Jumping in here to see if I can assist. Do you mean you're getting an error message when you say it's not acknowledging your payment? Can you send me a screenshot of the message you are receiving when trying to take a payment?

[RogueRaven]

hello!!!  

oh no......no error messages! it accepted the payments fine.....on my iPad at least as i went along. if there was an issue, yes. internet connection dropped, etc..... but no, i ran the cards, it said accepted with the big check mark. only TWO went through (per my transactions/report on squareup/my dashboard).....one sale for $23 and a trial run for $1 with my card. so my gross sales for the day show up as a whooping $24 (obviously). there is nothing to take a screen shot of....i mean there are NO error messages of anykind. the reader is all connected, the sales i am trying now for $1 are going through fine and also showing up in my transactions.  WTH is happening here? i will be calling soon......sigh.

thank you so much!!!!

[RobynR]

@RogueRaven Some of this does sound off, but it's difficult to pinpoint what may be happening without looking at your account with you.

The fastest way to resolve complicated Square questions is by contacting our team directly. The best way to reach out is by phone because our team can look at your account with you and walk you through the steps in real time. 

If you haven't already, please reach out directly by logging into your Square account and heading here squ.re/contactsqsupport or by calling directly at  1-855-700-6000  Monday- Friday 6 am- 6 pm PST.

Let me know if I can help you with anything else.

[VanKalkerFarms]

I would advise calling in today as this is a larger issue than a user support community help can address since we don't have access to your account.

https://squareup.com/help/us/en

[RogueRaven]

oh, i am calling........to be sure!!!!! asap.  thank you!!