Cash transactions on register showing up on point-of-sale device

[LibraryJoe]

Our non-profit organization has a Square register and a point-of sale device. 

For the past 10 days, cash purchases made on the register are not showing up on our Square account as coming from the register-- they appear as if the transactions were made on our point-of-sale device. I discovered this problem when I logged into our Square account online and checked the appropriate boxes under the "All Payment Methods" and "All Sources" tabs.  Because of the different types of fundraising events our group has, it is important for the device transactions to be recorded correctly. Any help that you could give me would be greatly appreciated, Thank you.

[MayaP]

Hello @LibraryJoe I am happy to assist in any way I can get to the bottom of why cash transactions are only showing from one device. 

 To clarify are the cash payments not showing up under cash reporting? Or under transactions? Can you provide a screenshot of the tabs and groups that you are referring to? Are you guys using more than one device to process payments? If so how are you guys signing into the devices, through email/password or device code? When you have a moment if you can provide some more details that would help. Thank you!

[LibraryJoe]

Thank you for your help MayaP. The cash payments are not showing up under transactions.  I have not checked the Reporting section. As you can see in the attached screenshot, I have selected "Cash" under the "All Payment Methods" tab and "Register" under the "All sources" tab. We use the Register in one location and it always stays in that location. The Point of Sales devices are used at other fundraising events. Even though we have verified that cash transactions are happening on the Register, they don't show up on the Register when I later check the "All Sources" tab. Instead, they show as coming from the "Point of Sale" under the All sources tab -- even though these transactions were made on the register. We log into the Register and the Point of Sale devices with an email and password. Thank you again for your help.

[MayaP]

Of course, happy to assist in any way I can @LibraryJoe . Just want to make sure I understand this clearly, when you click on those payments in the screenshot above you don't see it was taken from the register, the source section says point of sale. Can you show me where it showing you the point of sale? Thank you!

[LibraryJoe]

[LibraryJoe]

Hi Maya. In the screenshot I just sent, you'll see that Point of Sale is checked in the All Sources drop down menu. However, these transactions were made on the register, not on the Point of Sale device. I really appreciate your help. I need to leave home right now and take care of my grandkids, but I'll be back later this evening.

Joe

[MayaP]

Ya, that is certainly odd, in order to take a further look into this please reach out to support at 1-855-700-6000 squ.re/contactsqsupport. They will be able to investigate your account and file a ticket if needed. For account security, we cannot do that here in the community. If you need anything else let me know, I am happy to assist @LibraryJoe .

[LibraryJoe]

Thank you, MayaP. I appreciate your help very much.

[Candlestore]

@LibraryJoe ;

I would recommend setting up device codes for each device to log into your Square account.  I could be wrong with me thinking they may just be grouping them together when you log in with user id and password.   I use Device codes and my transactions show for the correct device.

Here is more about Device Codes - Yes I know it says for Locations but can be used for device in the same location also:

5586-manage-devices-by-location 

Below is what I can see with using the Device codes.

By doing this I can filter by Device.  I have primary devices, 1 Is my main POS, Cash and CC sales the other one is for CC only if we busy or for a phone order.

I can filter by Device and Device Nickname:   

I selected CC only since I have less transactions there and this is what showed:

Even when I export my Transactions Details CSV file it shows the 2 different Nick Names... Greyed column below.

So I would try the Device Codes for you to log in with the devices and see if that helps.

[LibraryJoe · Accepted solution]

Thank you so much for your help, Candlestore. I really appreciate the time you spent giving me such thorough advice and help. Take care. I will give each device a nickname as you suggested.

[LibraryJoe]

Hi Candlestore,

I really appreciate the help you gave me some time back about the problems my group of Library Book Store volunteers was having with cash transactions from our Square register. These transactions are mistakenly being shown as coming from an incorrect device. You advised (and I agree completely with you) that we should assign nicknames to our devices and that this would clear up our problem. There are almost 30 volunteers who staff the Book Store and most of them are in their 60s and 70s. Some of the volunteers are afraid that if I set up a device nickname for our Register, that they will have to enter a device code every time they use the register. Do you know if the device code is a one-time entry that takes place when the nickname is created, or does it need to be entered on a continued basis? Thanks again for everything. I really appreciate your time and your knowledge.

[Candlestore]

@LibraryJoe ;

The device name is created once, now the Device code 12 or 16 digits for the device to attach to your Square account.  The Device code for my Ipad and Cell phone I entered one time and sometimes if I get an update that has me restart my device, and if I log out of Square.  My Ipads I leave on over night and I only enter the device code after major updates that have me logout of Square to install or if the Ipad shuts down for an update, then I have to put the code in.  I keep a phote of the device codes on my cell for this.  So in my store, I do not have to enter a device code very often. Most update do not log me out of Square for that device.  I think the last time I logged in to my Stands was November after updating my Stores Wifi settings.  Now my employee pins which can also be added would need to be entered daily and maybe multiple times per your setings of the Log in policies and sleep settings for security.  These would be a pin that the employee / volunteer can choose and you can type in for them or let Square assign one.  This may or may not be wanted or needed for you.

Glad I helped find a source of confusion for you.

[LibraryJoe]

Thank you so much for such a clearly-written answer. 

[Amyamaze]

I have tried to get help from square but to no avail.

I have proof other than square that an ex employee was logging out of my boutique account on the register and logging in on HER OWN ACCOUNT likely named something similar. We are currently just using the keypad and not items.  She was then puttint in a figure that was correct to the customer and they were paying by tapping ect on the customer facing hardware.  Thus the payments were going into her account.  She was then logging out of her account and back in to the boutique business.  I have already reported to police but they are wanting to see these logins of hers and Square is telling me that there is NO TRACKING or footprint anywhere to show what accounts have logged in or out of my register!!  I just can't believe this to be true!  Please if you know of anyway to help me get this data answer asap.  The feds are getting involved now and are also in disbelief

[MayaP]

Hello @Amyamaze, I am sorry to hear you are having to deal with this and a former employee. To clarify she was using her own email and password to process payments, not a device code? If they were not using a device code under your account, there isn't a way for us to track this. Because our hardware are not account-specific we cannot track what accounts are being logged into and out of the register. I do understand that information would be helpful but not something every business needs. Also, just thinking from our end, that would get into compliance and account security issues as well. If you wanted to know another account that was logged in on your device, but you weren't authorized on this other account we wouldn't be able to provide you the other's account information which is why we ask you to file a police report and go that route, so we can better assist. If you need anything else please let us know. I hope this issue gets resolved quickly and amicably. Please let us know if you need anything else. We are happy to help! 

[Candlestore]

@Amyamaze ;

I find this amazing that Square does not have record of this.  I know I can see which POS stations are online and connected, and which ones are offline (not connected to my account).  I also have not seen a way to see when one device is connected or disconnects from Square.  Now since Square does show this maybe you may need a Court order to see this from your account, if Square has an internal way to see this.  Now as for seeing when an ex employee logged into their own account to make charges or take payments is a different issue since that is not your account.  The only way to actually have been able to prove this is with Video cameras by your POS stations, and have employees sign in for each transaction which is a pain.  This is by having the POS log out for safty to see them log in again.  Now again is there a log that shows when an employee would log in for the Transactions probably not, but there would be a record of the transaction.  Best you could do is,hire a lawyer.  And do the tracking to see if you can get court orders for Tax records that were filed for the time period in question to see if they had a 1099 from Square that had charges during the time the employee was with you.  The problem you have is no proof that this person did what you are assuming they did this.  Not sure if a Judge would agree to have tax records produced from the ex employee.  We had this issue where an employee (before using Square), was 'helping' a family member with $700.00 worth of wedding favors.  The employee made like they were ringing everything up, but nothing was entered for the transaction.  We noticed a bunch of items missing and looked at the days sales which were not matching.  We looked for the Missing items on receipts, nothing.   Went back to video cameras, saw the items removed, and brought to the counter to be paid for.... The screen at checkout was adding the items all in.  Total on the screen showed over $700.00, then the employee deleted the items and made like the CC was charged.  No transaction at that time for the $700.00 of items.  We showed the state troopers the Videos and that is what led to her arrest.  Currently I have 3 or 4 devices signed into Square and at anytime of day I always have 2 devices minimum signed into Square.  So when one would log out it would still show me as logged in through my business, but I do agree there should be a way for Square to see if a Device was online for a transaction at a specific time on a specific date or if your device the employee was using suddenly went offline.  Again this would not Prove the employee went through their own account to process a purchase by a customer.  Best thing I would suggest is looking at your cameras, see if employee ran a purchase and ask where the $$ is from said purchase if it is not in your Square system for that time.  Other than these ideas you may have to write this up to a learning cost of business and update or get security systems for video evidence to stop this from happening again.  1st thing of business is you can not trust anyone, this includes family members.  

[DavidOhmann]

I am having the same problem and Square refuses to help me. Most cash and comp transactions show as Point of Sale, most credit show as Register. Some though, not all. Some cash shows as register, some credit shows as Point of Sale. Every time I find a flaw in Square’s response, they come up with some other made up reason that it’s either my fault or it’s no big deal. I tell them it’s a very big deal, as their reporting is so poor, this is how we have to run reports. I send them screenshots as proof. They literally gaslight their customers and never fix these major problems. I’ve only been with Square about 2 months and they are making feel like I’m going insane. @MayaP why is it so hard to get someone that is actually willing to help? I’ve called, emailed, chatted.

[MayaP]

Hey @DavidOhmann, looks like my colleague replied to your previous post and advised a ticket was being filed, https://squ.re/4cl71Vs. Someone on the ticket did state they have reached out to you to get additional information, please make sure you are responding to them with the required information, so we can get this resolved.