Square Gift Card Declined, BUT Has a Balance - Newest Update Feb. 15, 2024

[abcoffeecake]

Stop ruining what's working properly with the square register system!! Every new update seems to mess up something that was working just fine! New today, a customer's order was $14.35.  She swiped her Square Gift Card and it was declined.  When we checked the balance, she had $8.50 remaining.  This is a new problem.  The gift cards have always been accepted, would have "paid" the $8.50 toward the total balance $14.35, and then gone to a new screen to collect the remaining balance.  Please STOP these updates if they cannot reliably fix true issues without complicating others!

[Lovewell]

@abcoffeecake This just started today? We have the newest update of square register and are not having that issue with the gift cards we have taken today.

[abcoffeecake]

Yes, just this morning. Super aggravating!! This after months of dealing with the “approving a cash sale” delay with the cash drawer opening. Praying it gets fixed asap!

[Lovewell]

@abcoffeecake We also have not had any issues with a delay of a cash drawer opening or "approving cash sale". 

Our register does nightly updates. When you are experiencing these issues do you send a diagnostic report in? I would say start doing this an then if the problem persists you can call and they can see the problems being reported directly from your register and they can see if they can find the issue.

[Lovewell]

@abcoffeecake Are you using Square for Restaurants? 

[abcoffeecake]

We use Square Register (not the restaurant option). There are many reports and long topic conversations about the delay of cash drawer issue from last July through December. The current issue is the gift card problem. We’ve done all the proper things before such as reports, calling in to support, etc. The issues just keep occurring - and the updates are the cause of them. 

[MayaP]

Hello @abcoffeecake, I am sorry you are having issues with your gift cards, and certainly understand the frustration. We make these changes with the intention of bettering our software for sellers, and I'm sorry you feel that hasn't been the case. I do want to help and try and get these issues resolved immediately. For the cash drawer issue can you confirm what software version your register is on? I will reach back out the engineers on that ticket for that one. 

For the gift card issue, has this been happening with multiple sellers? Was there any specific error message that occurred? If at all possible if this happens again could you get a video of the issue. I did look on my end and right now I currently do not see reports of this issue. But again I certainly want to make sure this gets resolved. Thanks for reporting this, I will keep an eye out for reply. 

[abcoffeecake]

MayaP - Thank you for looking into this issue. Here are screen shots from this morning. We are in our busy rush, so they aren’t the best photos. 

I’ll email you as they won’t post here. 

[abcoffeecake]

May I have your email?

[MayaP]

Seller community moderators do not have external emails @abcoffeecake. What are you trying to email? 

[abcoffeecake]

Screen shots of our square register when it is declining the gift cards

[MayaP]

Could you provide the screenshots here @abcoffeecake? You should be able to upload pictures through the forum if you are having issues let me know. 

[abcoffeecake]

 

 

 

 

 

 

 currently, we have to ring the entire sale (to get the total amount due), delete the items (sale), scan the gift card to retrieve the current balance, re-ring the entire sale, do a split payment option, type in the exact balance of the gift card the customer is trying to use, swipe the gift card, then continue with the sale to accept the remaining payment due. In 13 years, this has never been an issue. Thank you ☺️ 

[JJ_]

Hey there @abcoffecakes

I haven't been able to find other reports of Sellers having this problem with their gift cards, and I see that you have already reached out to our support team. One thing I would do is perform a Hard Reset on your Square Register.

You can do this by pressing and holding the power button until the countdown finishes. Do keep in mind that this will reset all your Wi-Fi and Hardware configurations, so I suggest this is completed when your store is closed. Also, I wouldn't do this if the Square Register has any offline payments waiting to be settled as they would get erased in the process.

I hope this is helpful!

[abcoffeecake]

Good morning JJ - we did a hard reset after closing Saturday. First transaction this Monday morning, total card balance is $5. Sale was $5.25 - card was declined in full. Please help. How many other stores aren’t checking if a balance exists and are just taking the cards as “empty”?

[abcoffeecake]

 

 

[JJ_]

In this case, I recommend reaching out to our Support Team, so they can take a closer look at your diagnostic report and the mentioned transactions to see what could be causing this situation, @abcoffeecake

I am sorry that you're going through this situation and hope our team can address it quickly.