Help
Sync & attribution errors
The warnings you are most likely to see and how to clear them. Most resolve on their own once the underlying cause is fixed and the next sync succeeds.
Unassigned (orphan) sales rows
What you see: A statement shows an "Unassigned" line, or the Unassigned sales page lists rows with no vendor.
Why: The sale line did not match any vendor convention (no custom attribute, no category, no SKU prefix, no booth name and no note).
Fix: Open the Unassigned sales page in your dashboard and assign each row to the right vendor. The assignment is saved and flows into that vendor’s statement. To stop it recurring, fix how the item is coded in Square — see the encode-a-vendor guide.
Go to Unassigned sales →Square connection expired
What you see: Sync stops bringing in new sales and you get a "reconnect Square" alert.
Why: The Square access token could not be refreshed (revoked in Square, permissions changed, or the connection was removed on Square’s side).
Fix: Reconnect Square from your settings: it runs OAuth again and restores read-only access. Once a sync succeeds, the alert clears automatically. You do not lose any data already synced.
Open settings →Sync stopped or stale
What you see: Recent Square sales are missing and the last successful sync is old.
Why: No successful sync happened within our freshness window — often a knock-on effect of an expired connection, or a temporary Square outage.
Fix: First reconnect Square if it is disconnected. Then trigger a sync from your dashboard; the nightly reconciliation also retries on its own and resolves the alert on the next successful run. Check the status page if Square itself looks down.
Check service status →Custom amount without a note
What you see: A custom-amount (keyed price) sale lands in Unassigned and never attributes.
Why: A custom amount has no catalog item, so there is no category, SKU or item name to read. The only convention that can attribute it is the sale note.
Fix: Add the vendor code in the sale note at checkout for custom amounts. For past sales, assign them on the Unassigned sales page. Where you can, ring custom amounts as a real catalog item so they attribute automatically.
How to encode a vendor →Related: Encode a vendor · FAQ · Help center.