Debit cards payments are 'Declined' - Please use a different card.

[EJ5]

Several different debit cards have been 'Declined' for several months. We are using phones to accept the payments. The apps are updated recently and we have tried using different accounts and inserting the cards. They are Mastercard or eftpos branded cards. 

Why can't we accept these payments?

[Laurie_ · Accepted solution]

Thanks for reaching out with your question, @EJ5.

The error message you're seeing, "Declined. Please use a different card," indicates that the card was unable to authorise the payment. This is one of four common decline messages that Square Sellers may encounter. You can find the others in our Payment Failure Troubleshooting guide.

As mentioned in the guide, Square isn't provided with the exact reason for a card decline. If your customer confirms that the card is valid and has available funds but the payment still fails, they will need to contact their card-issuing bank for more information. In these cases, we recommend trying an alternative card to complete the payment.

If you notice a pattern in declined card payments, such as errors occurring at the same location, it’s a good idea to check the reliability of your network connection in those areas. Switching between mobile data and Wi-Fi may help identify any potential network issues while processing payments.

I hope this helps! If you have any further questions, feel free to reach out. For inquiries regarding individual payments, it's best to contact our Support Team so they can investigate this for you.