Customer says their debit card not accepted by Square Installments?

[ChatbotCity]

I have my first customer using Square Installments and she was asked to enter her debit card. She keeps getting a reply that says that Square couldn't connect to Genisys Credit Union (formerly USA FCU(MI)) and that either they aren't supporting it OR they're running into temporary connection issues. My question is how do I find out what debit cards ARE accepted? This is literally my first client I told about the installments thing and already problems! The response from the system needs to be better. Either it's accepted or it isn't....but don't tell people it might be this or that!

Carol Gonzales

Chatbot City

[Helen]

I'm really sorry to hear about this @ChatbotCity, and that it happened with your first customer. So I can escalate this to the Installments team can you confirm what kind of card was your customer paying with? Was is a debit card/credit card issused by Genisys Credit Union? What brand was it? (MasterCard/Visa/Other?)

Your customers should be able to pay with any major card except prepaid debit cards which aren't supported with Square Installments at this time. 

[ChatbotCity]

It is a Genisys Mastercard Debit Card 

[Helen]

Thank you @ChatbotCity, I'm very sorry to keep you waiting here. I escalated this to our Installments team who confirmed that all cards except prepaid debit cards are accepted with Square Installments (I've updated my first reply too). 

If it isn't a prepaid debit card it would be great if your customer could email [email protected] so we can investigate this further and help them to complete their application.

[ChatbotCity]

The sale finally worked the next morning with her same card. So whatever the problem was it appears to be fixed. I just felt bad because it was my first time using it with my business and we had a problem. Its all good now tho. Thanks for your help!

[Helen]

Really glad to hear that and thanks again for your patience, and for your customer's patience too! Thanks for raising this here in the Community too - now you have the contact details for the Installments team, and you can check if someone has a prepaid debit card.

There are additional Installment FAQs online but if anything else comes up or if you'd like to share your experience using Square Installments in future please let us know!