Square Register stuck in offline mode

[hfalor]

My Square register is stuck in offline mode and says internet is not available, my laptop has wifi. I have tried everything, Ethernet, wifi, used my cell phones wifi and nothing will work. I've confirmed all those connections work with my laptop. If I turn my square off and on will I lose all my offline transactions? I have a good amount of them, and if I lost all of today sales it will kill my small business. I've been on hold for square for over an hour, and then it hung up on me.

PS If you're going to put people on hold for that long, please play more than one song on repeat.    

[#2]

@Borealis and @SweetScience You do not want to reset your Square Register if you have pending offline mode payments as that will erase them. 

Also, your Registers should not be jumping into offline mode and staying there. I would feel frustrated by that too! It sounds like you need to contact our Support Team so they can work with you over the phone and file a bug or give a warranty for the hardware. 

[Maneaddiction]

Literally all the steps I feel like. It will connect to my hot spot but disconnect after a little while. At the salon, we only have one Wi-Fi connection to try. It worked fine for a year and then just decides to disconnect for a day or two. 

[JJ_]

Out of all the steps did they have you hold the Power Button through a countdown on the screen? This will fully reset all settings (more than a factory reset).

[Maneaddiction]

No I don’t recall this step

[JJ_]

Let me know how it goes then. Again, you will just hold the Register power button long enough for a message to appear on the screen and count down to zero. Once that finishes you may let go and this will give you a clean slate on your Square Register.  

Hopefully, this will address your issues with internet connectivity. 

[coleadam]

I'm having the same issue here. I turned off all my square registers and terminals last week. I came in the next day we were open and turned them all back on.... and all of them are now stuck in "offline mode".

My ISP is working fine all other cell phones, tvs, and computers, work just fine on the internet. The square stuff even connects to the internet so our printers work. It just won't take payments. My current workaround is I have to take all the hardware home with me and connect to the internet there and all of a sudden all the square devices will work normally and I'm able to settle all the transactions from the night. This is super irritating. It has also caused several cards to be declined over the last week b/c some banks do not allow off line payment holds.

Steps I've taken to fix this. Called customer services 5 times and they are zero help. They can hardly even understand what my issue is.

1. reset all square terminals and registers

2. updated all square software

3. "forgot the network" then reconnected

4. power cycled all devices

5. updated firmware on the router

6. has my ISP reset the modem

7. Logged out of my square account and logged back in

none of this works. I need higher-level help as to why this will not work at our business but will work at a home network. makes no sense. 

[Kassi_]

Welcome to the Community, @coleadam - 

Since you've tried all of the regular troubleshooting steps I would recommend in the scenario, I am going to suggest reaching out to one of our Hardware experts. 

You can reach them using: 1-855-700-6000. They will be able to take a deeper look into your specific hardware and help you solve what you're seeing from there. 

Thank you! 

[thehealthbar]

I am having the issue since 11/5. Square sent me a huge lists of questions to answer to send to their engineers. I paid lots of money for the register and pay Square tons of money each money for "ease of use" this is absolutely ridiculous. They said they are aware of the issue and are working on it.  Ive had to keep an ipad set up as a mobile hot spot to take payments! 

[coleadam]

I bought a new router and that solved my issue. 

I was using a Netgear Nighthawk ... not sure why but tsquare was not working with that router. 

I'm now using a TP-Link AX3000 wi-fi 6 router. $100 at Walmart

best of luck. square is clueless when it comes to solving this issue. blame you the customer and not the software....

[RobynR]

Hey @thehealthbar,

Sorry trouble has brought you to the Community.

We were able to locate your case, and a ticket has been filed with our Engineering team. This SEV is still ongoing, and our Engineering Teams are working diligently on a fix. We will be sure to continue to provide you with updates as we receive them, and we appreciate your patience as we work to resolve this issue.

If you have any further questions or concerns, we recommend contacting our CS department directly at 1-855-700-6000 Monday- Friday, 6 am- 6 pm PST.

[DTMotorsports]

I am having the same issues, I have been through every recommended process and even have a new unit with the same exact issue after being warrantied. Very frustrating and it is hurting my business.

-Damien

[coleadam]

have you tried getting a new router yet? that solved my issue. get the best newest router you can afford. keep the receipt. if that doesn't work return it and keep putting pressure on the square to solve your issue. 

[Taphoto]

OH,  I have called that number multiple times. Yesterday 2 6 23 at 2 in the afternoon, said they were closed and call back later. Sorry guys I am moving on.. There are plenty of processors out there who will take less of my money for no service. 

Hopefully, someone at square is listening, but I don't think they care. 

[MayaP]

Hello @Taphoto ,  I do see our advocate sent an email out to you on 11/4/22 to ensure your network is properly set up. Did you receive that? On my end, I am not seeing any additional cases since November regarding this issue. If you have Square Register or Terminal you have 24/7 support so I am not sure why the system would say that, did you maybe call from a different number we have on file? If so it might not have recognized the number therefore the account.  The best way to address this is going to be direct with Customer Support 1-855-700-6000 squ.re/contactsqsupport,  because they are able to file a ticket to have engineers look more into this.   I completely understand you need to do what is best for your business and hate that it has been your experience. If you need anything else from us please let us know! 

[Taphoto]

yes, I have called the number multiple times. I have had multiple customer service interactions. it still spends more time in offline mode that on and it is attached to the same network as this computer which has had no problems. 

It all started at your last update. Feel free to call me, but stitting on hold and going through 3 service people is no longer fun. 3 times is enough. 

[MayaP]

I hate to hear this has been your experience @Taphoto ! We cannot make calls out through The Seller Community.  We do see you have reached out to support about this issue, but I don't see anywhere a ticket has been filed with our engineers. If you have done all troubleshooting you will need to contact support and that would be the next route to go. So sorry again that you are spending so much time on this but that is going to be the only way to resolve this. I appreciate you hanging in there and working with us. 

[Owegohemp607]

Add us to the list.  We started having the same exact issue January 1st.  I've also done everything on the list and the problem still exists.  I've had my register for almost 5 years and have never had this issue until now.  I'm wondering how old other's machines are.  Is this a shelf life problem?  Has the technology become obsolete?  Either way, I'm now at the point where I'm going to have to pay to have Ethernet ran to the front of my store if the WI-fi will no longer keep the terminal online.  Like everyone else says...we pay a LOT of money to Square in fees every month.  It would be nice if they could resolve this issue and announce the fix. 

[JJ_]

Hey there @Owegohemp607 

Electronic hardware can fail at any given time depending due to multiple factors. I recommend following our Troubleshooting Steps for the Square Register, so you can make sure you cover your bases. Hopefully, this helps.

[aestheticunion]

What's really annoying, is that is what Square keeps saying. "It's our problem". I really think it's time for Square to own up and recall their hardware and send us new ones

[Owegohemp607]

I have done all of the steps in troubleshooting.  Repeatedly.  It's a wi-fi issue more than anything.  I'm going to invest in a second router so I can hard wire it and see if that changes anything.  I'll post again if it fixes it.