thread Screen froze halfway through a gift card payment? in Hardware Setup & Troubleshooting

Screen froze halfway through a gift card payment?

Originalmoxie — Sun, 21 Sep 2025 07:37:01 GMT

I had a customer attempt to pay for an order with a $75.00 gift card. The screen froze up after the card was swiped, and the gift card was never applied to her transaction. However the gift card was fully emptied of the $75.00 balance. My records show that the card never went through because the transaction could not be finalized, but the card just has no funds now. Can I get back the $75.00 balance so I can actually complete the sale?

Re: Screen froze halfway through a gift card payment?

TheRealChipA — Sat, 08 Jun 2024 18:36:54 GMT

Hey @Originalmoxie I’m not sure if it is connected, but there seems to be a system-wide payments issue right now. All payments are being processed as if we are in offline mode for some reason.

However, since you said that the gift card was fully emptied then you can accomplish the same things by just applying a manual $75 discount to your sale and then having the customer finish the payment. I’d have worried if you’d said that the gift card wasn’t emptied, but since you did that should get you back on track.

Re: Screen froze halfway through a gift card payment?

plastercarousel — Wed, 26 Jun 2024 17:12:44 GMT

Here is the issue I am having which seems related - if a customer uses a square gift card but the amount of the card is less than the total amount of the bill, I am prompted to use the remaining balance on the gift card which I do. Then, the customer is prompted to pay the remaining amount due on the bill on the customer-facing screen. However, on the main staff screen, a blank white screen displays and even though the customer completes the transaction, I cannot get out of the blank screen. I have to reboot the POS machine to get back to my regular screen. This has happened 3-4 times and I can replicate it if anyone from Square wants to see the issue in real time.

Re: Screen froze halfway through a gift card payment?

TheRealChipA — Wed, 26 Jun 2024 20:24:49 GMT

Hey @plastercarousel. I’m surprised that no one suggested that you do this, so I will. The next time this happens, after you reboot your Register (I assume you are using Register since this thread is about it and not about the Stand), go to More > Support. About halfway down the screen you’ll see “Send support ledger.” Click that and a lot of support/troubleshooting data will be sent to Square. Then just contact Support and let them know what happened and that you sent a support ledger. I’m betting they’ll be able to figure it out from there.

Good luck!

Re: Screen froze halfway through a gift card payment?

plastercarousel — Wed, 26 Jun 2024 20:00:04 GMT

appreciate that tip - I will do that next time for sure.