thread Re: Digital Items not working in Payments Troubleshooting

Digital Items not working

AMOrhard-Reid — Sun, 21 Sep 2025 12:12:51 GMT

Hi, how can fix my item? I have listed a test digital item and gone to purchase it and my card declines! I can purchase physical item with the same card with no issues!

thanks

Adele

https://dellipops.square.site/

Re: Digital Items not working

tranguyen — Wed, 03 Jun 2020 17:41:32 GMT

Hi @AMOrhard-Reid, so sorry to hear you had this issue!

Can you send me a link to the digital item you were testing with? I can definitely have a look on my end here.

Re: Digital Items not working

AMOrhard-Reid — Wed, 03 Jun 2020 17:56:21 GMT

Thank you so much 😁

https://dellipops.square.site/product/digital-test-item/44?cp=true&sa=true&sbp=false&q=false

Re: Digital Items not working

AMOrhard-Reid — Thu, 04 Jun 2020 13:41:57 GMT

hiya @tranguyen did you discover what was wrong with my digital item?

Re: Digital Items not working

tranguyen — Thu, 04 Jun 2020 15:07:48 GMT

Thanks for sending that on @AMOrhard-Reid, sorry it took me a while to look into this!

I can see that the item is priced at £0.50. At the moment, the minimum transaction amount required to process a card payment with Square is £1.00 so that could be why you receive a decline message when trying to order this item.

I hope this help! Let me know if you have any other question.

Re: Digital Items not working

AMOrhard-Reid — Thu, 04 Jun 2020 15:17:04 GMT

@tranguyen OMG that makes perfect sense! Thank you so much - I'll go change the price and try it out.

Re: Digital Items not working

tranguyen — Thu, 04 Jun 2020 15:28:59 GMT

Glad I could help @AMOrhard-Reid. Feel free to reach back out if you have any other question!

Re: Digital Items not working

AMOrhard-Reid — Thu, 04 Jun 2020 15:33:43 GMT

@tranguyen it was very short-lived elation! Now I'm getting an E.164 error ????

https://dellipops.square.site/product/digital-test-item/44?cp=true&sa=false&sbp=false&q=true

Re: Digital Items not working

AMOrhard-Reid — Thu, 04 Jun 2020 15:52:14 GMT

the E.164 error only happens when I select 'save details for future checkouts'

Re: Digital Items not working

tranguyen — Thu, 04 Jun 2020 15:56:14 GMT

Oh no, @AMOrhard-Reid! Can you let me know where the error occurred - was this after you've entered all the information and about to complete the order or did it occur earlier on?

Also, do you see an option to "Save my information for faster checkout" and was this tick or untick?

Re: Digital Items not working

tranguyen — Thu, 04 Jun 2020 16:02:01 GMT

Gotcha, thanks for letting us know @AMOrhard-Reid! Looks like it's an issue with the save details checkout - if you don't select this box, does the site let you complete the order?

Re: Digital Items not working

AMOrhard-Reid — Thu, 04 Jun 2020 16:37:07 GMT

@tranguyen yes if i don't select the save details then I can checkout fine - what it looks like to me is that when entering your phone number for the save details even though I change the dropdown to the UK code +44 it doesn't register the change and puts the US code which of course doesn't work with my UK phone number.

Re: Digital Items not working

AMOrhard-Reid — Thu, 04 Jun 2020 17:05:05 GMT

@tranguyen ive just checked again and it changes back to us+1 when you try to continue

Re: Digital Items not working

AMOrhard-Reid — Sat, 06 Jun 2020 06:24:34 GMT

@tranguyen

this still isn't fixed. On checkout of any digital item, after all info has been input, if you check the 'save details for faster checkout' box it asks you for a phone number and when you change it to the UK country code and then select commit to buy, it changes the country code back to the US code and gives an error and you are unable to continue to purchase.

Re: Digital Items not working

tranguyen — Mon, 08 Jun 2020 15:39:26 GMT

So sorry about this, @AMOrhard-Reid! I've created a ticket for you with our engineering team - they are working to implement a fix for this but I don't have an exact timeline as to when this will be rolled out. Once I have an update from the team, I'll be sure to let you know immediately.

In the meantime, customers will need to untick this box for the sales to go through. It is definitely not ideal but we are hoping the issue will be resolved soon!