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Process Offline Payments FAQ

Find answers to commonly asked questions about Offline Mode.

I have uploaded my transactions within 24 hours, but I’m unable to locate them in my Transaction history. How do I troubleshoot this?

If your device goes into Offline Mode by itself, try the following troubleshooting steps:

  • Forget the network you are connected to on your device.

  • Reconnect to the same network.

  • Reboot the app by turning the device off and on again.

Note: Do not factory reset your device or any uncaptured payments will be lost.

Can I use Offline Mode if my Square Terminal or Square Register is online but all my payments are declining?

Offline Mode allows you to accept card payments when your internet service is temporarily unavailable. If you’ve enabled Offline Mode, 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.

In this instance you can still use Offline Mode, however you will need to navigate to ≡ More > Settings > Hardware > Network and disable Wi-Fi (or unplug your Ethernet cable from the Hub for Square Terminal, if applicable) to force your Square Terminal or Square Register into Offline Mode.

Once the issue has been stabilised or resolved on issquareup.com, re-enable Wi-Fi (or reconnect your Ethernet cable from the Hub for Square Terminal, if applicable) to allow your device access to the internet and upload your offline transactions.

Note: If you do not force your device into Offline Mode by following the steps above, then any transactions you attempt to process will continue to decline and will not be retried once the issue has been stabilised or resolved.

Can my team members enable Offline Mode?

Yes. In order for your team members to enable or disable Offline Mode, they will need to have the Configure Checkout Settings box checked in their Permissions setting. Team members without this permission granted can still process payments in Offline Mode, but will be unable to enable or disable.

What are the risks of accepting offline payments?

When operating in Offline Mode, there is additional risk with any payments you accept. Square is not responsible for any loss due to declined cards or expired payments taken while offline or for chargebacks. In addition, Square cannot contact any customers on your behalf should a payment be declined or expired when taken in Offline Mode.

What Square apps and devices offer Offline Mode?

Currently, Offline Mode is only available with Square Point of Sale, Square for Retail and Square for Restaurants on compatible iOS and Android devices, Square Terminal and Square Register.

Offline Mode is not yet available on Square Invoices, Square Appointments, Square Invoices, Square Online or Afterpay for in-person or online transactions.

Offline Mode is also not available on Square Reader or Square Stand 1st or 2nd generation.

Which cards can I accept in Offline Mode?

You can accept offline payments when your customer taps or inserts a card with a Visa, Mastercard, American Express, or JCB logo. Afterpay transactions, Square gift cards and eftpos-only cards will not work with Offline Mode. 

How can my team members enable or disable Offline Mode?

In order for your team members to enable or disable Offline Mode, they will need to have the “Configure Checkout Settings” box checked in their Team Permissions setting. Team members without this permission granted can still process payments in Offline Mode but will be unable to enable or disable Offline Mode.

Can I cancel or refund pending offline payments?

Not at this time. You can issue a refund once your internet connection has been restored. To issue a refund:

  1. Complete your pending payments by reconnecting to the internet within 24 hours of the original transaction time. This will automatically upload your payments.
  2. Once complete, you can issue a refund from the Transactions tab of your iOS or Android device, Square Terminal, Square Register, or online Square Dashboard.

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