thread How to charge clients when they late cancel? in Payments Troubleshooting

Square Appointments: Why wasn't my client's card saved on file?

BekahMarie — Sat, 20 Sep 2025 12:44:23 GMT

The title of this thread has been edited from the original: Card on file

My last two appointments didn't have a card saved on file even though I have "no show protection" toggled on. It appears they were required to use a card to secure the booking but nothing shows up for me when I go in to take payment as it would previously. See pic attached. Please assist!

Re: Card on file

Goldneye — Wed, 11 Nov 2020 20:23:26 GMT

HI, not sure if this will help. Square Support page Set a Custom Cancellation Policy.

https://squareup.com/help/us/en/article/5493-set-a-custom-cancellation-policy-with-square-appointments

Hope this helps!

Terri

🛍 Shop my store

Resale Collection - http://bit.ly/HangerHues

Re: Card on file

BekahMarie — Wed, 11 Nov 2020 20:46:29 GMT

That solved it! Thanks!

How to charge clients when they late cancel?

Haymcdonald — Sun, 20 Dec 2020 18:12:28 GMT

I need help setting up my late- cancel fee. I am not understanding why I cant charge clients cards if they cancel under the set time. I have the policy set and they have to add their card when booking but its not giving me the option to charge them.

Re: How to charge clients when they late cancel?

ashc — Mon, 21 Dec 2020 12:27:16 GMT

Heya @Haymcdonald,

I moved your post to an existing thread where another seller @Goldneye answered this with the Support Center article on how to set up your cancellation policy.

Check out her Best Answer above for the link.

Re: How to charge clients when they late cancel?

Haymcdonald — Mon, 21 Dec 2020 15:29:05 GMT

Is there no way to have the payment protection on when I make the appointment?

Re: How to charge clients when they late cancel?

Goldneye — Mon, 21 Dec 2020 15:34:27 GMT

HI, you can use the No-Show Protection.

https://squareup.com/help/us/en/article/5493-set-a-custom-cancellation-policy-with-square-appointments

Re: Card on file

Dannyo — Tue, 08 Feb 2022 23:19:38 GMT

Hey how did you solve this issue?

Re: Card on file

BekahMarie — Tue, 08 Feb 2022 23:47:20 GMT

Honestly don't remember! I have since switched to acuity scheduling which will accept square for merchant services but has a better built platform for appointments, filing cards etc. good luck!

Re: Card on file

Kassi_ — Wed, 09 Feb 2022 20:57:56 GMT

Hey there, @Dannyo -

Welcome back to the Community!

There is a possibility for payment protection on your Appointments now.

Check out this Support Article on how to use the Card on File with some payment protection.

Take a look at the article and let me know if you need to be circle back on any questions.

Re: Card on file

Stacelyn24 — Wed, 09 Feb 2022 21:31:14 GMT

I'm not sure if anyone has helped you or not but I use Square Appointments for my business (nail salon). You have to go in and set up your Cancellation Policy. Under the Appointments tab on your dashboard:

-Settings, then

-Payments & Cancellations

Make sure you choose the option to apply a fee to each service. Create your cancellation policy and choose to have each client input a card to hold their appointment/service.

I hope this helps a little:)