Performance Issue: Square Services Disruption 7 Sept, 2023

[urs]

[The title of this post was updated by a moderator from "IS SQUARE DOWN, EVERYWHERE?"]

The Square Support Line says..."you have reached us during an unexpected closure..."  Anyone have an idea what is going on?

[MtlPkch]

I've only had 1 offline sale out of 8 show up.  Was able to process the 1, but the other 7 haven't shown up. 

I'm hoping they eventually will.

[BenchmarkPub]

Same issue.  Offline not showing up then I see several on the dashboard under transactions that say they didn't process. We had to use offline mode for customers already in the restaurant. Looking forward to hearing how to resolve.

[Bsalty]

During Square's major meltdown yesterday (September 7), we ran 13 transactions offline. They haven't cleared this morning, even though we can now run credit cards and most other things seem to be working. The POS says that they'll run when we are connected to the Internet again, but we are connected now and running transactions, and they're still not updating.

Anyone else having this issue? I'm assuming/hoping it'll clear when the systems are fully operational but was wondering.

[bssonline]

We are having the same issue! Please keep us updated on what happens with yours

[Bsalty]

Absolutely - will do!

[wholesomepetz1]

Is there a limit till offline transactions 

[Bsalty]

I don't know - but we've never had an issue with offline transactions not clearing immediately after reconnecting. But this is a major disruption!

[millerc1534]

We are having the same issue

[PiperBoosterClb]

Now that square is up and running it is processing my offline payments.  But has declined 4 of them for an unknown reason.  Any idea if Square will try and reprocess failed payments since this issue was on their side of the POS?  

[Roostynv]

My team ran credit cards in offline mode when square was down. How do we charge those cards now? 

[Roostynv]

When we were on the terminal we saw the pending offline credit card sales but now they are gone and we are connected to the internet and I do not see those sales. This was during the square issue yesterday and it was over $1k in sales for my small business. What can I do??

[HopeThrift]

Same here

[Bsalty]

MY UPDATE: as of 8:18 am CDT, of my 13 offline transactions yesterday afternoon, 2 have showed up as transactions in yesterday's totals, 9 are still listed as offline, and there are 2 that aren't in either place (yet). I'm assuming they're slowly migrating but I took photos of all 13 yesterday and will make sure they all transition over.

[Mel37901]

wish we had taken photos!  😖

[HopeThrift]

Where can you view them as offline?

[DaveH5050]

I wasn't able to go to the salon myself that day, but my wife (not technically knowledgeable) and one of the salon employees tried to get Square Terminal into offline mode several times, but were unsuccessful. I plan to try it today. Have to check out what happened to the ethernet connection anyway, as its disconnected.

I also plan to have a Paypal account for backup in case this happens again. Paypal charges more per transaction but better than losing all the $$.

[tranguyen · Accepted solution]

Thank you for your patience as our team worked to resolve this issue and our sincere apology for the disruption to your business this outage caused. I want to follow up and confirm that the disruption impacting Square services have been resolved.

You should all have received a follow-up email from us with update on last week's outage but if you are not seeing it yet, you can also find the update on our website. 

If you haven't yet already, I recommend bookmarking issquareup.com — this is the best way to check if there's any current outage.