thread Re: Payment failed alert in Payments Troubleshooting

Payment failed alert

TheTruckleTruck — Sun, 21 Sep 2025 12:07:10 GMT

With the increasing use of contactless payments during Covid-19, I'm seeing a big increase in payment failures. Is it possible to sound an alert when a payment fails, instead of just the tone that sounds when the card is registered?

Re: Payment failed alert

Sam_400º — Sat, 26 Sep 2020 20:27:14 GMT

I was going to reply to totally agree - I've had the same a few times where I've just assumed it all went though.

But then I remembered this Simpsons episode & wasn't so sure a big DECLINED noise is a great idea

Re: Payment failed alert

tranguyen — Mon, 28 Sep 2020 10:27:55 GMT

Hi @TheTruckleTruck and @Sam_400º, thank you for your post!

While a big DECLINED noise might be a bit alarming, I can definitely see how having a slightly different sound for declined payment can be helpful especially during busy periods or rush hour. I'll be sure to pass your suggestion to our Product team, it might be a fun task to come up with a nice declined sound!

Re: Payment failed alert

TheTruckleTruck — Mon, 28 Sep 2020 10:37:21 GMT

Flashing lights and sirens definitely not a way to reassure customers and promote sales! 😂

If a 'payment failed' alert is too off-putting, maybe a 'successful payment' tone instead? Currently, there's just the beep to signal that the card has been registered, which many customers think means the payment has gone through.

Re: Payment failed alert

CJN1612 — Fri, 15 Apr 2022 14:49:33 GMT

This still hasn't been fixed. Losing sales weekly due to this. A different tone to indicate a failed contactless payment should be easy to implement.

Re: Payment failed alert

BB68 — Thu, 01 Dec 2022 14:19:25 GMT

It is now 2022 and this issue has not been fixed! I have lost sales as have others. It's not acceptable.

Re: Payment failed alert

Breffni — Thu, 01 Dec 2022 15:54:07 GMT

Hi @BB68, thanks for adding to this thread.

We do not have an update on this request just yet.

It's important to ensure to wait until you see the 'Approved' message before your customer walks away.

We'll be sure to share any updates on this thread.

Re: Payment failed alert

pigsnoseinn — Thu, 01 Dec 2022 16:23:16 GMT

I agree a noise would be really useful just a shuttle and more distinguishing noise would be great.

Re: Payment failed alert

nancylol — Fri, 13 Jan 2023 01:01:05 GMT

Absolutely! I've lost sale while the staff didn't found out the decline payment in a rush hours, called to customer service team and received an inpatient and disappointed service, no one contact back and I've to kept sending email to follow up the decline payment, nothing they can help end up.

Re: Payment failed alert

Breffni — Fri, 13 Jan 2023 09:43:20 GMT

Hi @nancylol, thanks for adding to this thread.

Firstly, I'm sorry to hear you didn't feel supported by our team, that's definitely never our intention.

I can't look into this specific transaction, but I'll do my best to help here.

Unfortunately, in these cases, Square is not provided with an exact reason for a declined card, so you may want to ask your customer to contact their bank for more information, usually, the cause comes down to insufficient funds or the card being expired.

For future payments, it’s helpful to note that payment is complete only after you’ve seen the receipt screen and received notification in the app that the payment was successful.

We have some additional information on declined payments in our support centre that I'd suggest taking a look at when you can.

Re: Payment failed alert

TheTruckleTruck — Fri, 16 Aug 2024 11:47:23 GMT

Almost 4 years later, and still no progress on this issue.

In busy times, with customers rushing you, it's not feasible to stand staring at the terminal until the payment is approved or declined, but that seems to be the only answer we're being given.

Come on, Square team, it's high time to sort this out.

Re: Payment failed alert

AMM — Thu, 02 Oct 2025 00:18:34 GMT

Chiming in here to say we're also looking for a solution to this problem for our self-checkout shop. We regularly lose $100+ sales when customers don't realise they need to enter their pin. Customers hear the loud positive beep on card tap and walk away assuming the beep meant the payment was successful.