Why won't the payment methods rearrrange?

[DoghausBrewery]

I'm not sure what happened in the past couple weeks with our Square POS settings, but when I go to accept a customer payment and the Payment Methods screen shows up, the method are no longer the order I previously had them arranged. The system reverted to the default arrangement. 

I went into Settings -- Checkout -- Payment and then rearranged the options how I wanted them, but when I hit the Preview button it doesn't show them changed. If I back out of the settings menu and go to do an actual checkout, the arrangement hasn't changed how I wanted it. It seems to be stuck in the default order. 

I have tried signing in and out of Square. I have rebooted the app. I have rebooted the iPad.

Any ideas? Anyone else experience this issue lately?

Cheers,

Joel

[Arie]

Hey @DoghausBrewery,

Thanks for writing in, and sorry to hear about the frustrating experience here! Just to check, have you had a chance to delete, and reinstall the app, or was this just a force reset? 

[DoghausBrewery]

When I first wrote about this I had only reset the iPad. However, afterwards I did delete the Square app. Reset the iPad, reinstalled the Square app. Still refuses to update the order of the payment options. What's extra odd is that I can rearrange them just fine on a different iPad and my phone.

[JJ_]

Hey @DoghausBrewry is there any particular difference between your devices (e.g. iPad generation, model, iOS Version)?

[DoghausBrewery]

I do have different model numbers. My main register iPad, where I noticed this issue, is an A1822. This issue only began a couple weeks ago. It worked fine prior to that. I also have two back up iPads. Both of those are A1416. Additionally, I occasionally use my Samsung Android Phone when I am traveling.

Other notes:

All my devices indicate they have the same version of Square installed 6.0 and they all are updated according to the devices' App Stores.

The A1822 has the option in Settings to rearrange the Payment Types, but it refuses to update the changes. 

The A1416's, though both say they are using Square 6.0, somehow have slightly different versions of Square on them. One provides the option in Settings to rearrange Payment Types, the other doesn't seem to have that option at all. The one that allows the rearrangement works fine.

My Android phone has the option to rearrange and works fine. 

I also recently signed up for the Square POS Profiles Beta program. Now, I had not started using the Beta program when this issue started occurring. Just this morning, curious to see if the Beta program could provide a fix, I attached all my devices to the Beta and through the online Dashboard I set up the Profiles I wanted, part of which allows the rearrangement of Payment Types.

Curiously, the Android and the A1822 show messages in the Settings that they have been attached to the Profiles program and are controlled through the online Dashboard. The A1416s do not show this message even though the Dashboard shows them connected to profiles.

After using the Profiles to rearrange the Payment Types to my preferred order, the A1416s did not respond at all to the changes. The Android seemed to respond correctly. The A1822 partially responded. It updated Payment Types that were removed from the primary view, but it did not add Types that were added to the primary view. 

This all seems very odd to me especially since all the software is supposed to be the same version. If it's all the same version why does look and act differently on different hardware models?

Any other thoughts?

[DoghausBrewery]

Forgot to answer part of the questions about software versions of devices.

Main iPad - model A1822 - 5th gen - iOS 15.6.1 - the primary problem device, will not save rearrangement of Payment Types, says connected to Profiles, Profiles half-worked

Backup iPad #1 - model A1416 - gen unknown - iOS 9.3.5 - does not have option in Square Settings to rearrange Payment Types, does not say it is connected to Profiles, Profiles does not affect this device

Backup iPad #2 - 

model A1416 - gen unknown - iOS 9.3.5 - has option in Square Settings to rearrange Payment Types and works okay, does not say it is connected to Profiles, Profiles does not affect this device

Phone - model Samsung SM-S767VL - Android version 9 - has rearrangment option and works fine, says it is connected to Profiles, Profiles worked fine on this device

[JJ_ · Accepted solution]

Thank you for sharing this information @DoghausBrewery.  First of all, Backup iPads will not attach to Profiles as they are no longer supported by Square (the app may work but unfixable errors may appear). Now your Main iPad should work as expected so this is the one that our team will have to look into. 

If you haven't already, your best bet is to get in touch with us directly, so that a member of our Support team can dig in with you. When you have a moment, please reach out directly by logging into your Square account and heading here.

[DoghausBrewery]

Thanks. I will go directly to support then for assistance.