Can’t enter ccv on website

[KLSnyder]

Hello!

I had a customer last night contact me to say that she couldn’t enter her ccv information while paying with Mastercard on my website.  I use the basic and free version that squareup offers.

I’ve had people order using Mastercard before without any issues, but I told her I would contact you anyways.  It might just be user error, but I wanted to make sure there wasn’t anything going on at this end, or perhaps something else that I was missing.

Many thanks in advance!

[Helen]

Thanks for your post @KLSnyder! Did your customer mention what error message she saw when she tried to enter the CVV number? There weren't any issues this week that would have caused this!

Your customers might have to contact her bank to directly for more information about what exactly happened — it could be something like her card has expired or another issue with the card that the bank hasn't shared with Square.

If you need to you can also call our CS team so they can take a look at your account on the backend. They might be able to share more information about this payment attempt.