Not able to process GCs on file for payment

[blissfulesty]

For the last few weeks I have not been able to process the payment when trying to use a GC that is on file. I get a white screen that almost freezes. I am unable to back out of the screen and when I close the app I get a notification that says I need to open the square app to complete the payment, but when I open the app again it's just the white screen. I then get an error notification that says square is unable to complete the payment. 

I have tried force stopping the app, logging out and logging in, uninstalling and reinstalling, and logging into square on a desktop to process the payment. None of these things have worked and I need to be able to process the gift cards to close out the transaction 

Any assistance with this would be helpful 

[Sammie_C]

Thank you for reaching out, @blissfulesty!

This is rather odd sounding.

I have a few questions on this. If you could answer these, please:

• Are you seeing any error messages at all? Or is just strictly a white screen on the device?
• Do you know if this is only happening with the Gift Card that is on file, or with all Gift Cards?
• As well as, are these payments partial payments or entire payments made from the Gift Card balance?

Please let me know and I can take a deeper look for you.

[blissfulesty]

• it is just strictly a white screen and I have to close the app to get rid of it. After closing the app I get a notification that says "Open Square Appointments to complete this payment." When I reopened the app, I get a notification that says "Square Point of Sale experienced a problem and could process you last payment for $xx.xx."

• It appears to just be happening with gift cards on file. But since square won't provide the merchant with the full GC number this is the only way I can process if the customer doesn't have the GC with them 

• it's both partial and full GC usage 

Thank you for looking into this. Please let me know if you have any other questions 

[Sammie_C]

Thank you for those details. I am happy to help, @blissfulesty!

I am going to go ahead and get this escalated over to our Operations team. Do you by chance have a screenshot of the error message(s) you are seeing?

[blissfulesty]

Yes. Is there a place I can email them?

[Sammie_C]

@blissfulesty, unfortunately I do not have a customer facing email I can provide, but you are welcome to send those screenshots to me over a direct message over this platform.

If you hover over my username, a small popup window should appear, where you can then select "Send message," and go from there.

Please let me know if you have any issues with that!

[blissfulesty]

Sent!

[Sammie_C]

I got those screenshots, @blissfulesty! Thank you for sending those over. 

I went ahead and got this escalated to our Operations team and they had a couple questions/troubleshooting steps.

Firstly, they wanted to confirm the following: Does this happen with any customer, or one specific customer? 

They also asked if you have numerous cards on file, could you please delete the unused cards and try to process the payments again? They are hoping that this may solve it, but if not, please let me know!

[blissfulesty]

Hello,

It's not with any specific clients. It's with all clients. I've tried it on at least 4 different ones. Some only have one card on file and others have multiple gift cards but they all have balances. I am diligent about deleting a card off their file once it's used because Square doesn't make it easy for the merchant to view balances so I clear them as soon as they are used 

[Sammie_C · Accepted solution]

Thank you for those details, @blissfulesty. 

A couple more quick questions that our Operations team needs to know: 

• Did you notice this started happening around a particular date and time? The more specific, the better, if possible.
• Also, I see you have this post in the Square Register board, this is just occurring on your Android device or devices, correct?

Lastly, could you please ensure that all of these steps have been followed:

- Check for a strong internet connection

- Clear browser cache and cookies

- Try a different Browser, such as Chrome, Firefox, or Safari

- Ensure that your web browser is up-to-date

- Log out and log back in

- Restart your device

- Use another device

After all those steps have been taken and I have those details, I can send this information over for you.