Multiple expired cards saved in virtual terminal.

[FDPsupportforme]

I'm writing here again after spending two days on and off the phone with customer service that always seems to give the most ridiculous answers when something in their system goes wrong. My client keeps a business Amex card saved on file with us through square. They have updated this card regularly over the years so that we always have an active card to use for them. The card just expired last month and we updated their profile with the new card, then deleted the old one. There profile only shows one active card with the correct new expiration date. Because this is the same business Amex account the card always ends in the same last 4 digits. When I open the virtual terminal to process a new payment for them, I have 25 identical cards in the cards saved on file menu. 24 of these cards are the old expired ones, one card should be the new one. I have no way to tell which is which because the terminal does not show the expiration dates. After calling square I was told to get my client to give me a different card, which is an unacceptable answer as this is their business account and that's how they keep track of their expenses. I'm not going to inconvenience my client because square's virtual terminal doesn't remove deleted cards. They then told me the issue was with the credit card, that's why my transaction wouldn't go through. I had to explain again that the issue is that I can't select the current non-expired credit card to process the payment, there's 25 identical Amex cards saved there with no visible expiration dates. I'm now waiting for a 6th call back. I've restarted everything, cleared cookies, sent them screenshots and a screen recording. Has anyone been able to have this issue corrected? I just need them to removed the credit cards that had be deleted from the customer's profile from the virtual terminal. 

[Stacelyn24]

Hey there! I can totally understand your frustration. It sounds like you've been dealing with a frustrating situation where the expired cards aren't being cleared from the system, making it almost impossible to identify the current card. You’ve already done a lot of troubleshooting on your end, and it’s unacceptable that Square hasn't been able to address the issue yet.

Here's what I recommend based on what you’ve described:

1. Try Refreshing Your Customer Profile

Sometimes the virtual terminal can take a little while to update after card changes.

• Clear your browser cache again (if you haven't already).
• Log out and log back into Square.
• Try viewing the customer's profile again after this refresh.

2. Check for any "Saved" Cards in Other Areas

If you’ve only been checking the Virtual Terminal, double-check Square Dashboard under Customers > Customer Directory. Make sure the card on file is properly updated in all areas of Square. It’s possible there’s a system delay or issue syncing in certain sections.

3. Contact Square Support Again

I know you’ve already contacted support multiple times, but if it hasn't been resolved yet, it might be worth asking them to escalate the case to a higher tier of support. Make sure they understand the issue is that deleted cards are still showing up in the Virtual Terminal and that it’s causing a major inconvenience.

4. Workaround for the Time Being

In the meantime, you could try to manually charge the customer through the Square Dashboard instead of using the Virtual Terminal to see if that helps eliminate the issue. It’s not a perfect fix, but it could provide a temporary solution until the glitch gets resolved.

Also, I'd recommend submitting a formal request to Square's Feature Requests to ask for a more intuitive way to manage saved cards, especially showing expiration dates in the Virtual Terminal.

I hope this gets resolved for you quickly! Let me know if you need any more assistance. 😊