What Do If I'm Having Trouble Receiving a Payment on Square?
In a nutshell: If you're like a lot of small business owners, you use Square to handle payments for your business. If you find yourself having trouble receiving one or more payments from Square, you need to figure out the source of the problem and get it taken care of as quickly as possible. There are several things that could be causing that problem, but you should be able to get it figured out and resolved without too much trouble or time spent.
Introduction
If you're like a lot of small business owners, you use Square to handle payments for your business. If you find yourself having trouble receiving one or more payments from Square, you need to figure out the source of the problem and get it taken care of as quickly as possible. There are several things that could be causing that problem, but you should be able to get it figured out and resolved without too much trouble or time spent.
What You'll Need
If you have any offline payments pending, do NOT do any of the following things:Sign out of your Square appDelete the Square appSwitch locations in the appChange modes in the appPerform a factory resetIf you do any of these things, the payments will be lost forever.
Check that your device has an internet connection.
If the internet is down, switch to offline mode.
This will allow you to process payments without an internet connection, but remember that you must still connect to the internet within 72 hours, or those offline payments will expire without being processed.
If you have internet, try turning off other devices connected to the same wi-fi that your Square device is hooked up to.
Even if they aren't doing anything, each device you have connected to the wi-fi eats up some of its bandwidth. This could bring it down enough that Square has a hard time staying connected.
Go to the Square home page.
Square home page
Click on the "Log in" button in the upper right corner of the page to log in to your Square account.
Go to your status page to look for notifications about service outages.
If there is a Square service outage affecting you, you just need to wait for Square to fix the problem, and process payments offline while you are waiting.
Look in your app settings to make sure that Square is allowed to use cellular data.
Sometimes, updates can accidentally switch this off.
Next, go to the app store appropriate to your device and check for any updates to the Square app.
If there are, download them.
If you use a Square Register, Terminal, or Stand, select "Settings," then "Hardware," then "General" to see if there are any system updates pending.
If there are, download them.
If that didn't help, try restarting your device.
You should also see if the card reader battery is charged.
Open the Square app and tap on the Menu icon.
Select "More," then "Support," then "Troubleshooting."
Tap on "Upload Support Ledger."
Tap on "Send Diagnostic Report."
This will send Square a diagnostic report that will help the Square technicians figure out what is going on.
This process may take up to 10 minutes to complete.
Call a Square customer service representative and tell them about your problem.
Inform the representative that you have already sent in a diagnostic report.
Square customer service
Conclusion
If you need to call a Square customer service representative, you can reach one 24 hours a day, seven days a week.
Further questions?
Solutions to similar problems
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