thread Re: Payment Link in Payments Troubleshooting

Payment Link

BlueRose21 — Sun, 21 Sep 2025 12:47:02 GMT

The latest payment link I've sent comes up with this error message - never happened before:

This site can't provide a secure connection

checkout.square.site sent an invalid response

Re: Payment Link

k_atie — Wed, 21 Dec 2022 14:40:56 GMT

Hey @BlueRose21, thanks for your post and welcome to the Community!

Can you share the payment link here so I can take a further look on my end? Thanks!

Re: Payment Link

BlueRose21 — Wed, 21 Dec 2022 14:50:22 GMT

Hi,

Thanks - here's the link

https://square.link/u/DDix5yFK

Re: Payment Link

k_atie — Wed, 21 Dec 2022 15:38:43 GMT

Hi again @BlueRose21, thanks for providing that link I just clicked on it and the error message didn't appear for me. When exactly does it appear? When the link is clocked on? When the customer enters their card details? Is it possible to share a screenshot of the error message?

Thanks!

Re: Payment Link

BlueRose21 — Wed, 21 Dec 2022 19:11:16 GMT

Hi,

This is the error msg...it comes up when the link is first clicked on...

Re: Payment Link

k_atie — Thu, 22 Dec 2022 09:50:29 GMT

Thank you for that screenshot, @BlueRose21. That does seem odd, considering it's working on my end. I can see that you are trying to access the link through your phone. Have you tried opening the link on a laptop, by any chance? Have you tried using a different browser app, such as Google Chrome or Safari? Additionally, I'd recommend running through Browser Troubleshooting steps, as it could be down to a browser issue.

Let me know how you get on with the above.

Re: Payment Link

BlueRose21 — Thu, 22 Dec 2022 10:13:01 GMT

Hi,

I've switched to Chrome, checked that Cookies are allowed, cleared the cache - still not working...

Re: Payment Link

BlueRose21 — Thu, 22 Dec 2022 11:51:34 GMT

Also not working from my laptop.

Re: Payment Link

BlueRose21 — Thu, 22 Dec 2022 11:53:04 GMT

Payment links were working fine on Tuesday. What should I do??

Re: Payment Link

k_atie — Thu, 22 Dec 2022 14:28:24 GMT

Thanks for confirming that information and for trying those troubleshooting steps, @BlueRose21. I may need to escalate this to our teams internally so they can take a closer look at the backend to determine what is causing this issue. Just before I do that, can you confirm who your network provider is and if it is a strong network connection? Thanks!

Re: Payment Link

BlueRose21 — Thu, 22 Dec 2022 15:40:25 GMT

Yes, a strong connection with Virgin Media.

Re: Payment Link

k_atie — Thu, 22 Dec 2022 15:59:18 GMT

Perfect thank you @BlueRose21. I'll escalate your case and get back to you as soon as I have more information to share with you.

Re: Payment Link

BlueRose21 — Thu, 22 Dec 2022 16:10:19 GMT

Thank you

Re: Payment Link

Ki_AH — Fri, 23 Dec 2022 13:46:19 GMT

I have had the same issue recently. Payment links suddenly stopped working for customers that have been using them for months and I wasn't able to see them myself (same error message as you).

In the end, we had to turn off a security/virus detection setting on our Virgin app to allow me to access the payment links, which is now working on my end but don't really want to give that advice to customers. A customer was able to access the link last night but it was because they were on 4G so it seems like it's something to do with internet providers suddenly detecting the links as a possible threat. We are with Virgin but another customer who had a problem is with Sky.

Not sure what's changed but hoping it's something that Square can sort because I can't advise my customers to turn off their security settings just to access my links.

Re: Payment Link

k_atie — Fri, 23 Dec 2022 14:59:02 GMT

Hey both @BlueRose21 and @Ki_AH, really sorry that you are both experiencing this issue. I've just gotten word back from our team who was investigating this for you.

Since we are unable to replicate the issue on our end, it is likely that the issue is coming from your internet provider. If you do manage to get in touch with them and they are unable to find a solution to this, let me know. I'll re-escalate to our teams to take another look.

Re: Payment Link

Ki_AH — Fri, 23 Dec 2022 15:25:20 GMT

And is that what I should be telling my customers to do? Get in touch with their internet providers. Seems very inconvenient for them, especially when these links previously worked fine for them. Something must have changed with Square (security certificates or similar) that has caused different internet providers to not accept these links anymore. I’d prefer to find alternative ways for customers to pay than have to inconvenience them.

Re: Payment Link

k_atie — Fri, 23 Dec 2022 15:49:44 GMT

I hear your frustration, @Ki_AH. I may escalate this again to ask our team to double-check if there is something amiss in the back end of our system. Can you provide a checkout link of yours that isn't behaving as expected, please? I'll pass it over to our team.

Re: Payment Link

BlueRose21 — Fri, 23 Dec 2022 17:07:28 GMT

I agree that this isn't a solution because it's the customers that can't access the link, not just me. I sent it to two different people and both got the same error message. They were both using phones to access the Internet and have previously had no issue with payments that I've sent.

Re: Payment Link

Ki_AH — Fri, 23 Dec 2022 18:28:32 GMT

https://square.link/u/fxxJKGYm

Re: Payment Link

Ki_AH — Fri, 23 Dec 2022 18:31:04 GMT

If it helps at all I sent a payment link on the 14th December with no issue and the 16th was when the problem started.