Start at Settings > Integrations. The pill on the Square card tells you most of what you need.
Read the pill first
Pill | What it means | What to do |
|---|---|---|
Connected | Access is good and the last run worked | If figures still look wrong, read on |
Syncing… | A run is in progress | Wait a minute or two, then refresh |
Not syncing | Recent runs have failed | Press Sync now. Read Last problem underneath |
Access was revoked | Square no longer lets Paddl read orders | Press Connect Square and approve again; the mapping is kept |
The "Till sync failed" alert
Raised after several failed runs in a row. The card shows Last problem with the message from the last attempt. Press Sync now. If the problem mentions authorisation or a token, Square has withdrawn access and the fix is Connect Square again, which runs the approval and keeps the mapping. If it mentions Square being unreachable, it is usually Square's side; try again later.
The "Till disconnected" alert
Somebody removed Paddl from the Square account, or the Square login that approved it was closed. Takings already pulled are kept. Press Connect Square on the Integrations page using a Square login that owns the locations, then check the mapping is still as you expect. A card you disconnected yourself leaves the page altogether; Connect Square brings it back.
The "No takings received" alert
The site is mapped but nothing has arrived for a while. Check, in this order:
The mapping row still points at the right site and does not say Not mapped.
The Square location is not marked Inactive in Square.
The site was actually trading. A closure period explains a gap on the forecast and the rota, but it does not silence this alert: the alert reads only how long the till has been quiet, and clears when takings arrive or the connection is disconnected.
The till itself was online. A till with no signal sends its orders when it reconnects, and the day settles late.
The figures look wrong
The day is still settling. For three days after a day ends the figure can move as late orders arrive. It says Settling while that is true.
An entry is hiding the till. A hand-entered figure overrides the till for that day and the row says so. Remove the entry to see the till figure again.
The wrong site is mapped. Two sites with similar names are the usual cause. Fix the mapping; history for the newly mapped site pulls in again.
Orders near midnight land on the wrong day. The Square location's time zone decides the day. Check it in Square.
History never finishes
Thirteen months of orders for a busy site takes a while. Pulling history… becomes History complete when it is done, and each mapping row shows how far it has got under Synced to. If it has not moved in a day, press Sync now.
Still stuck? Send support the site name and the time shown under Last synced. That is enough for us to see the run on our side.