thread Re: URGENT KEEPS SAYING SERVER ERROR AT PAY in Archived Discussions (Read Only)

Why are my customer seeing an error message when subscribing to a payment?

Tltrent12 — Sun, 01 Nov 2020 21:50:06 GMT

[The title of this thread has been edited from the original: URGENT KEEPS SAYING SERVER ERROR AT PAY]

Hello i need help i have clients trying to sign up for my monthly subscription but it keeps saying server error at processing the payment. On all devices and all models of phones. I need help

Re: URGENT KEEPS SAYING SERVER ERROR AT PAY

Alex_ — Sun, 01 Nov 2020 21:48:14 GMT

Hello @Tltrent12,

Thank you for posting in the Seller Community. Welcome.

Sorry to hear you've been experiencing this. Are they singing up for this subscription via an online store, and do you by chance have a screenshot of the error message you can provide?

Please let me know by replying in this thread. I'll keep an eye out for your response.

Re: Why are my customer seeing an error message when subscribing to a payment?

GCHSBB — Tue, 10 Nov 2020 16:15:28 GMT

I'm having this same problem. It is primarily with people who are using phones but it also happens when they're on a computer. The form is filled out, then submitted and it spins and then simply shows "server error" to the person. No errors, nothing on my dashboard showing anything.

My form is here: https://checkout.square.site/merchant/4M5GEB45FR7TT/checkout/OC7VDNZQJISHPU5XLKLUTYT2

Re: Why are my customer seeing an error message when subscribing to a payment?

AshleyK — Wed, 11 Nov 2020 14:35:26 GMT

@GCHSBB Does the error happen if they submit the form on another platform or try right after it's submitted? I will need to run this issue by engineering and the more details I have the better.

Re: Why are my customer seeing an error message when subscribing to a payment?

GCHSBB — Mon, 16 Nov 2020 20:06:43 GMT

The error happens if they try to submit multiple times. And a handful of people (6 or so) are telling me a computer or a phone results in the same problem. "Server Error".

Could it have something to do with them not having previously used square for a transaction before? The back-end system when I try to do a recurring payment tells me a customer needs to be setup first. Is the system having trouble creating that customer, maybe? I don't know because I can't re-create the problem myself.

Re: Why are my customer seeing an error message when subscribing to a payment?

GCHSBB — Mon, 16 Nov 2020 20:11:34 GMT

Re: Why are my customer seeing an error message when subscribing to a payment?

Alex_ — Tue, 17 Nov 2020 18:39:32 GMT

Hello @GCHSBB,

For this question, we recommend contacting our Support Teams directly. They will be your best resource in getting this inquiry addressed. Also, having a specialist that can look into the specifics of your account will be highly beneficial.

Check out ways on how to get in contact with them by visiting here.

Re: Why are my customer seeing an error message when subscribing to a payment?

GCHSBB — Fri, 20 Nov 2020 21:49:45 GMT

I contacted them and I was sent to Webly or something like that and they said that that they wanted a screenshot. So I showed them the above screenshot and they said, "Sorry, we can't duplicate the error so there is not much we can do. we need a screenshot of the problem" and I told them I sent them one. No answer.

We're continuing to lose donations bigtime because of this.

Re: Why are my customer seeing an error message when subscribing to a payment?

AdamB — Sun, 22 Nov 2020 14:33:25 GMT

I think that was likely a network temporary issue that your customer happened to encounter, @GCHSBB. Are customers still actually seeing that error? One thing you could try is deleting the donation item, making a new one, then enabling the checkout link again.