thread Re: Card payments in Payments Troubleshooting

Card payments

dodiwasbotten — Sat, 20 Sep 2025 20:20:09 GMT

A payment was canceled, but client says it went through.

Re: Card payments

HC_Charlie — Thu, 17 Nov 2022 02:46:09 GMT

Hello @dodiwasbotten thanks for your post. You'll need to give a bit more info here...WHO cancelled the payment. You, the buyer (client), or Square? And where are you receiving notification of this cancellation? Is it in your Dashboard, Transaction list, Balance, or did you receive an email or other communication?

Re: Card payments

MayaP — Thu, 17 Nov 2022 12:20:59 GMT

Hello @dodiwasbotten, thank you for reaching out! If the payment was canceled or declined sometimes on the customer's end it will still look like a pending payment but it will drop from the customer's bank account after 2-3 business days. If the charge did in fact go through I would have your customer provide a screenshot of the posted transaction to you and then go ahead and reach out to Direct Support to look further into this. You can reach support at 1-855-700-6000 squ.re/contactsqsupport. Thank you!

Re: Card payments

dodiwasbotten — Thu, 17 Nov 2022 15:38:06 GMT

Thank you! I appreciate you responding I sent client screen shot showing canceled. So hopefully we can work this out.

Re: Card payments

MayaP — Sat, 19 Nov 2022 12:21:08 GMT

Glad I was able to offer some assistance. Have a good one! 👋