If your Square catalogue or your online orders aren't showing up on your till, this guide walks you through finding out why. POS connections are a Business plan feature, and the work splits into two checks: whether Square POS is switched on for your account yet, and what the sync log shows once it is. Before anything else, one reassurance: a POS sync problem never stops orders coming in. More on that at the end.
Check it's connected
The first question is whether Square POS sync is actually active for you. The catalogue and order-push sync is newer than the rest of MenuDock and still being verified, so depending on your account the Square POS card on the Integrations page may show as coming soon rather than a live Connect button.
If you see that badge, sync isn't running for you yet, and an empty log or absent updates are expected rather than a fault. Email support@menudock.co.uk to ask where the rollout stands for your store. Note that Square card payments are a separate, available feature; not seeing POS sync doesn't affect taking payments.
If the card shows a Merchant ID, a Location and a Sync products button, you're connected and the sync log is where you diagnose problems. See Connect Square POS.
Read the sync log
Every catalogue sync and every order push is recorded, whether it succeeds or fails. The log lives at Settings → Integrations → Square → logs, with a filter for all events, successes only, or errors only.
Newest events sit at the top, so run a sync, refresh, and read the result. Each row shows a status, the action (a catalogue sync or an order push), a short message, and the time. On a success the message is usually a count, like "Synced 12 products". On an error it's the reason the attempt failed, which is your starting point for a fix. For a full walkthrough of the page, read Read the POS sync log.
Common causes and fixes
Read the message on the failing row first. Most errors fall into one of these:
- Connection dropped or revoked. A "not connected" or credentials message means the link to Square expired or was never finished. Reconnect from the Integrations page.
- A single item failed. If the message names one product, that item went wrong while the rest synced. Check it in your till for a missing price, an odd name or a broken variation, then re-sync.
- Temporary outage at Square. A timeout or network message is usually a passing blip. Re-run the sync. If it keeps failing, Square's service may be down for a spell.
MenuDock also emails the store admin when a POS attempt errors, with repeated errors of the same kind held back to about one an hour, so you'll hear about failures without watching the log.
My product edits keep getting overwritten
If a price or name you changed in MenuDock keeps reverting, that product came from Square and the till owns it. A later sync puts those fields back to whatever Square holds, by design. Make the change in your till and let it flow down. You still control storefront-only fields here, like the product image and its visibility. The full behaviour is in Products synced from a POS.
Orders are never lost
A POS link is a convenience, not a dependency. If Square is unreachable or an order push fails, the customer's order still goes through and still appears in your Orders and on the mobile app. The failure is logged so you can spot it and sort it later, but that one order simply won't show on the Square side until you add it manually. Your storefront keeps taking orders throughout.
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Need a hand?
Email support@menudock.co.uk with your store name and the POS you use. If a sync failed, include the message and the time from the failed log row, as that's the fastest way for us to pin down the cause.