Connection issues / transaction approved?

[YTA]

I’m new to Square and had my first market yesterday. I had an issue with connectivity and attempted the same 3 times, with none of them seemingly going through.

All three are showing as debiting the customers account, but none of them are viewable in my transaction history. 

What do I do in this situation?

[Laurie_ · Accepted solution]

Hi @YTA,

I'm sorry you ran into these connectivity issues during your first market. 😞

When it comes to checking whether a payment was successfully processed, the golden rule is to check your Transactions page. If the payment is not showing in your transactions history, it was not successfully captured by Square.

In the event of a payment cancellation or interruption, it's possible that the transaction was voided. This could result in your customer seeing a pending transaction on their card statement. While it might initially appear as if the charge has been processed, rest assured that it should typically disappear from their account within a few business days.

I recommend having a read through this Support Article for more information about voided and declined payments.

Should you run into any issues with your Square Reader, keep this troubleshooting guide handy as a quick reference to help you get back up and running.

In the meantime, let me know if I can help with anything else!