Transactions appear and do not post in sales with balance showing zero

[MonAmi]

My transactions are appearing past few days, however the sales report and balance shows zero.  I have made not changes to my preferences and have had the balance always transfer to my account. 

[Kassi_]

Hey there, @MonAmi - 

Always nice to see a new face in the Community and sorry to read that it isn't on the best of terms. Let's get you in the right direction. 

For something account specific like this, I am going to recommend reaching out to our CS Team directly. They can take a look at the payment & account details, so you can get your funds to show in your balance. 

[MonAmi]

Hello, 

I did contact Customer Service and after about an hour of troubleshooting the issue still exists.  I was hoping someone else has experienced this same issue.  I will try to call them back and give it another shot. 

I found two temporary work arounds for sales not posting and the balance not appearing.

1). If I issue a refund to the original sale, it forces the credit charge to resend and it will then appear as a balance in my account.  I confirmed with a few customers they have received the original charge on their credit card, although it is not posting as a live sale in my account until I issue the refund.   It appears the outbound charge only appears to the customer and not to Square.  

2).  If I use the free Square app (white logo), I experience the issue of transactions appearing but no money in my balance.  However, if I use the free version of the Restaurant Manager app (orange logo), my sales post at the end of the day when I run a close of business.  The transactions appear after each one occurs, however will only post once I run the close of business.  This only works in the restaurant manager and I am unable to get sales to post in the basic app.

[MonAmi]

 Have this same issue and do not see a response that this has been resolved.  Please help fix this issue.

[Valentina]

Hi @MonAmi! Jumping in while @Kassi is out ✨ Have you been using offline mode lately, by chance? 

If not, you may want to review this page, then refer to your Transaction Status report in your Dashboard.

One more bit that could be related to what you're experiencing is your transfer schedule - did our phone team review your current schedule with you? You can learn more about transfer schedules here, and make changes to yours by heading to this page.

Please let us know here if you've still got questions so we can dig in more!

P.S. Welcome to the Seller Community ✨