Payment processing has been slower again, and customers are confused about when to remove their card

[Atypical]

Once again, payment processing has slowed down on Square Register. It's taking longer than usual, even with NFC payments. This has been going on for months, and I'm on the latest software and 1gbps FTTP hardwired connection. 

The customer facing display is not as robust anymore. It doesn't show the graphic on how to insert the card, and more and more customers don't know when to remove their card. This was never an issue before. The customer display is once again taking a while to process transactions, too. It's not a smooth process at all, and the screen flashes when trying to take payments. Does Square actually test their products? 

[VanKalkerFarms]

While I can't comment on Square Register, maybe @TheRealChipA can, using Square POS on an iPad transaction times have not changed.  Still very fast.

[JTPets]

I too have not noticed any slowing, perhaps you can record a video of your issue? Have you checked your wifi latency?

[Laurie_]

Hey @Atypical, just wanted to quickly check in to see if you're still experiencing slower payment processing on the Square Register.

From what you described, it sounds like the main issue is the information loading more slowly on the customer display, is that right? How often would you say this is happening? And when it does, is it affecting all transactions, or just certain ones (e.g. specific items or times of day)?

As @JTPets mentioned, if you're able to share a video example, that would be super helpful. It’ll give us a clearer sense of what’s happening and allow us to loop in our engineers if needed.

If you're still running into this, let us know, we're happy to take a closer look!

[Atypical]

Hello! Yes, this has been happening on every transaction. I will take a video tomorrow and upload here. Thanks for trying to help. Customers are also more confused than ever as far as when to remove their cards. This wasn't an issue until a couple of months ago, and again, I'm hardwired on 1gbps FTTP symmetrical connection, so it cannot be a network issue. I have dual ISP's also, and behavior is consistent on both.

[JTPets]

Dual isp? Sounds like you have a complicated setup. 

[Atypical]

Dual WAN, and it's very simple. If my router detects an outage on one ISP, it auto fails over to the 2nd, then bounces back to FTTP if it detects no issues. It's my way of avoiding offline payments, since I've lost a lot of money that way with Square.

[VanKalkerFarms]

Nice, I have a similar setup when there isn't internet detected on our cable feed it drops to cellular.r  99% of the time you as the user never know anyhting is different.  Just like I have generator backup, it is nice to have ISP backups too..