Wow. Every time something like that has happened to me, I’ve had to tell the customer to contact the bank who issued the card. Square doesn’t actually make approval decisions. They ask Visa, who asks the bank, and the decision is sent back to Square. Since they are telling Square to decline it, they are usually the only people with all the information. I’m not sure how much information goes from bank -> Visa -> Square, but I know it is minimal and usually doesn’t include a reason, but just a “no.”
One more thing I’ll suggest. This is most likely a Visa debit card. Is there any chance that his card might require a PIN all of a sudden, and not allow transactions without a PIN? I’ve heard of this happening before, but I don’t know if it’s really a “thing” or not.
Lastly, you can contact Square Customer Success and see if they have any more information. You’d only be able to get that information from them since they can’t discuss sensitive account-related issues here.
Sorry I can’t be more help.
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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