No connection, no problem:
Navigating a service disruption can seem overwhelming, but it doesn’t have to be. Whether you lose internet connection or there’s an issue with your Square service, this guide will help you prepare, respond, and get back online after any interruption.
Preparing for a disruption
Responding to a disruption
Getting back online
Need more help?
Preparing for a disruption
Responding to a disruption
Getting back online
Need more help?
Preparing for a disruption
Future-proof your business against potential service disruptions so you never miss a sale.
1. Understand your disruption type.
There are two types of service disruptions: an internet or network disruption, or a Square service disruption. In both cases you can still take offline payments from your Square device. Once our team identifies a disruption, you’ll automatically receive a notification alert on your Square device.
Learn more about alerts
2. Turn on offline payments.
Set up offline payments on your device so your business can keep running during a service disruption. Follow these steps to take offline payments for up to 24 hours:
From your Square app or device, tap More.
Select Settings from the menu options.
Tap Checkout, then Offline payments.
Toggle on Allow to confirm.
Set a transaction limit that you’re comfortable with (you can change this at any time).
Learn more about offline payments
3. Strengthen your internet connection.
Here are some easy ways to keep your internet connection stable.
Check that your cables are connected securely and that your router is working properly.
Toggle your Wi-Fi off and on from your Square device or hardware by going to Settings > Hardware > Network and confirm that there’s a checkmark next to the network you’re trying to connect to.
Confirm that your Wi-Fi signal strength is strong by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square device.
If you lose Wi-Fi temporarily, switch to Ethernet if it’s available to you.
Consider using a router that has cellular backup, a portable Wi-Fi hotspot (sometimes referred to as a Mi-Fi), or your phone’s Wi-Fi hotspot as a backup internet connection.
4. Bookmark the Square status page.
Keep issquareup.com handy so you can stay up to date on any service interruptions.
Bookmark page
5. Empower your team.
Make sure your team is prepared to handle a service disruption.
Report a service disruption.
Tell your employees to notify you or a manager if a service disruption happens.
Review and save orders.
Handle any online orders that you received prior to losing service. You will not be able to receive any new orders through Square Online or ordering platforms, such as UberEats, while your device is offline.
Monitor the Square status page.
Tell your employees to check the Square status page so they can stay updated.
Set up service disruption notifications.
Stay updated during a service disruption by enabling email or text message notifications from your Square Dashboard.
Sign up
Responding to a disruption
Follow these steps in the event of a service disruption so you can continue doing business.
1. Identify your disruption type.
There are two types of service disruptions: an internet or network disruption, or a Square service disruption. Once a disruption is identified, a notification will appear automatically on your Square device to let you know the type of disruption. See which alert you have in order to troubleshoot your issue.
Types of alerts
Internet or network disruption alerts
You’ll see a notification banner at the top of your device when your internet connection is down. You can still take offline payments, but try to get back online by restarting your modem, or by double-checking your internet connection. For more troubleshooting help, reach out to your internet provider.
Square service disruption alerts
You’ll see a notification banner at the top of your device when there are issues that affect Square services. You can still take offline payments from your device while our team works quickly to resolve the issue. For more information about the service disruption, check the Square Status page .
2. Turn on offline payments.
Set up offline payments on your device so your business can keep running during a service disruption.
From your Square app, tap More.
Select Settings from the menu options.
Tap on Checkout, then Offline payments.
Toggle on Allow to confirm.
Set a transaction limit that you’re comfortable with (you can change this at any time).
Learn more about offline payments
3. Manage your online orders and deliveries.
Depending on the type of service disruption, new online orders received through Square Online or ordering platforms, such as UberEats, won’t appear in your POS. However, once the disruption is resolved, any order that came in will appear on your Square device.
4. Take care of your customers.
Rest assured, your customers won’t experience anything different. Continue delivering a great customer experience and processing offline payments securely just like you would a normal payment.
5. Keep a record.
To reduce the risk of declined payments and disputes, always check credit card expiration dates and names. Print out receipts and take your customers’ signatures for your records.
6. Stay signed in.
If you have pending offline payments, do not sign out of the Square app or switch locations. Do not factory reset the device used to take the payment or delete the app. Make sure you process these payments by reconnecting your device to the internet within 24 hours.
7. Process your offline payments.
If your internet is down, reconnect to the internet within 24 hours of your first offline payment and open the Square Point of Sale app so your offline payments can be processed. You can see all your offline payments in the Transactions tab. If you accepted offline payments due to a Square service disruption, they’ll process automatically once service is back up and running.
Note: If you log out of your Square account, delete the Square Point of Sale app, or factory reset the device that took offline payments, any pending transactions will be lost, and unfortunately you will be out of pocket for the cost of goods or services you sold.
Getting back online
Once your connection is restored, here are a few steps you can take to keep your business running smoothly.
1. Assess the situation.
Take a moment to evaluate how the disruption affected your operations. Understanding what’s going on will help you figure out which steps you need to take to get back on track.Here are some things you can do:
Review your sales and transactions log.
Prioritize pending orders and adjust delivery schedules as needed.
Respond to customer questions and order inquiries.
Speak with your team about what went well and what can go better next time.
Assess your inventory levels to see whether anything needs to be restocked or reordered.
2. Reconnect your Square device.
If your internet connection is restored but your Square device is still offline, check issquareup.com to see if there are wider issues affecting payments. You can still take offline payments but you'll need to disable your Wi-Fi first (or unplug your Ethernet cable). Once the issue is resolved you can reconnect to your Wi-Fi again (or plug in your Ethernet cable) to upload your offline transactions.
3. Check your payments.
Offline payments will appear as pending in your in-app payment history. When you’re back online, payments will show as processing in your Transactions tab. Customers’ digital receipts and your payment notification emails will be sent when your device is back online.
4. Record your tips.
Enter the tip amount for any in-person transactions into your POS so you can settle the transaction.
5. Process online orders.
Orders that came in when your device was offline will appear in your Square Dashboard and process automatically once your connection is restored. You can choose to issue a refund from the Transactions tab if needed.
Need more help?
Get product support and tips from other business owners.
Seller Community
Find out how other businesses prepare for service disruptions and get advice from our online community.
Support Center
Check out the Support Center for offline payment troubleshooting help and how-tos.
Explore Support Center
FAQ
I have uploaded my offline payments within 24 hours, but I’m unable to locate them in my Transaction history. How do I troubleshoot this?
Try the following troubleshooting steps:
Confirm that you have uploaded your offline payments by checking your Transaction history on another device, or by logging into your online Square Dashboard.
Forget the network you are connected to on your device.
Reconnect to the same network.
Restart the Square app.
Note : If you log out of your Square account, delete the Square app, or factory reset the device that took offline payments, any pending transactions will be lost, and unfortunately you will be out of pocket for the cost of goods or services you sold.
Can I use offline payments if my device is online but all my payments are declining?
You can accept offline card payments when your internet service is temporarily unavailable. If you’ve enabled offline payments, it will take effect automatically when your device is not connected to the internet, and a banner will appear at the top of your Square app. If your device is online and all your card transactions appear to be declining, there may be a wider issue affecting payments, which can be confirmed by checking for updates at issquareup.com .
Can my team members enable offline payments?
Yes. In order for your team members to enable or disable offline payments, they will need to have the Configure Checkout Settings box checked in their Permissions setting . Team members without this permission granted can still process offline payments but cannot enable or disable them.
What are the risks of accepting offline payments?
There is additional risk when accepting offline payments. It is important to note that:
Square is not responsible for any loss due to declined cards or expired payments taken while offline. Square cannot contact customers on your behalf should a payment be declined or expire when taken as an offline payment.
If you log out of your Square account, delete the Square app, or factory reset the device that took offline payments, any pending transactions will be lost, and unfortunately you will be out of pocket for the cost of goods or services you sold.
You must reconnect to the internet within 24 hours of losing internet connectivity or of taking your first offline payment, depending on which Square hardware (and connected hardware) you are using.
You are responsible for any expired, declined, or disputed payments accepted while offline. Before taking an offline payment, we recommend that you verify the name of the cardholder as well as the expiration date to ensure that it’s a valid card.
When taking offline payments, you will not be able to accept Square Gift Cards, Afterpay, or Cash App Pay, and you will not be able to enter a card number manually.
Learn more about offline payments specifics for offline session duration, Square hardware, connected hardware, and payment type.
How long can I take offline payments?
You’ll have up to 24 hours from when your device goes offline to accept and upload offline payments with:
Square Reader for magstripe
For swipe payments only if you have other Square hardware (Square Reader for contactless and chip or Square Stand) connected to the same device
Square Reader for contactless and chip (1st generation, v3)
For dip and tap payments
Square Reader for contactless and chip (2nd generation)
For dip and tap payments
Square Stand (1st generation)
For swipe payments, only if you have other Square hardware (specifically Square Reader for contactless and chip) connected to the same device
Square Stand (2nd generation)
For dip and tap payments
You’ll have up to 24 hours from when you process the first offline payment to accept and upload offline payments with:
Square Reader for magstripe
For swipe payments
Square Stand (1st generation)
For swipe payments
Square Terminal
For swipe, dip, and tap payments
Square Register
For swipe, dip, and tap payments
Learn more about offline payment time limits here .
What Square apps and devices offer offline payments?
Offline payments are available on the following Square apps:
Square Appointments
Square Point of Sale
Square for Restaurants
Square for Retail
Offline payments can be accepted on the following Square hardware:
Square Reader for magstripe
Square Reader for contactless and chip (1st generation, v3)
Square Reader for contactless and chip (2nd generation)
Square Stand (1st generation)1 for swipe payments
Square Stand (2nd generation)1 for dip and tap payments
Square Stand Mount1 for dip and tap payments
Square Terminal for swipe, dip, and tap payments
Square Register for swipe, dip, and tap payments
1 Square Stand (1st generation) can support offline dip and tap payments when combined with a compatible Square Reader for contactless and chip (2nd generation, or 1st generation, v3). Square Stand (2nd generation) and Square Stand Mount require a Square Reader for magstripe to accept swipe payments offline.
Which cards can I accept with offline payments?
You can accept Mastercard, Visa, American Express, Discover, JCB, Apple Pay, and Google Pay. Dip, tap, and swipe payment acceptance functionality using offline payments varies by device. Afterpay transactions, Cash App Pay, Square Gift Cards, and cards entered manually will not work with offline payments.
Can I cancel or refund pending offline payments?
No. Offline payments cannot be canceled or refunded while they are still processing. You can issue a refund once your internet connection has been restored.
Offline payments are processed automatically when you reconnect your device to the internet and will be declined if you do not reconnect to the internet within 24 hours of taking your first offline payment. By enabling offline payments, you are responsible for any expired, declined, or disputed payments accepted while offline. Square is unable to provide customer contact information for payments declined while offline. Offline payments are not supported on Square Reader for contactless and chip (1st generation, v1 and v2). Learn more about how to enable and use offline payments here .
