thread Re: Charge or Cancel Uncompleted Transactions in Payments Troubleshooting

How to complete an incomplete transaction after customer is gone

CP5 — Sat, 20 Sep 2025 13:56:27 GMT

I received a message from square that my transaction was incomplete after the customer had left . What are the steps to do that.?

Re: How to complete an incomplete transaction after customer is gone

JustinC — Mon, 06 Jan 2020 18:59:44 GMT

Hey @CP5

An incomplete transaction typically means it's been voided in our system. There are few ways a payment can become voided:

If the “x” in the top-left corner of the tip or signature screen is tapped.
If the transaction isn't finished within 5 minutes
The app is interrupted due to intermittent network issues

Unfortunately with voided payments, we’re unable to retroactively process it or provide your customer's card number for you to re-run it. Your next steps to resolve this payment is reaching out to them directly if you have their contact info.

Charge or Cancel Uncompleted Transactions

Monadc — Thu, 05 Nov 2020 15:40:42 GMT

Hello, one of my clients paid me and she got the confirmation that she paid and I didn't receive the money. I found that the transaction was uncompleted so I went to charge it and it said that that they are sorry but an error has occurred. I then went to cancel it and I got the error message again. Can someone help me with that issue?

Re: Charge or Cancel Uncompleted Transactions

JustinC — Fri, 06 Nov 2020 19:42:04 GMT

@Monadc

Hmm, are you trying to cancel the uncompleted transaction from Dashboard? If so, try switching browsers to Google Chrome if you haven't already.

If you're still having trouble, reach out to our Support Team to see if they can cancel the transaction manually from their end.