Card on file error when clients are booking through acuity

[Sunstoneesti]

I use Acuity for my appointment bookings and, because I'm in Canada and can't use Acuity for payments, I have Square linked so I can take credit cards on file when my clients book. I'm running into an issue where some clients are receiving an error that reads "an error occurred processing your payment" and they are unable to book the appointment. I already reached out to Acuity and because all credit cards are processed and saved through Square, they said it is likely a Square issue. I have already confirmed that its not any specific type of card, the error is happening to clients with cards they have previously used to book successfully. The cards are not maxed out, expired, or faulty in any way.

If anyone has experienced a similar issue I would love your insight! Thanks!

[Sammie_C · Accepted solution]

Hi @Sunstoneesti, thank you for reaching out here on the Square Community. Welcome!

Do you by chance have a screenshot of the message popping up? As well as, at what point are Sellers seeing this message, is it during checkout?

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

[bohemebeauty]

I feel so validated in seeing this as I've been experiencing this issue with our Acuity / Square integration intermittently for 2 months now. Square and Acuity both opened full investigations with no solutions. I'm disconnecting Square from my Acuity as we speak because I'm afraid it's costing me bookings. I'm super disappointed as I've been using these services together for 6 or so years without a hiccup. I will just have to send invoices for late cancellation fees and deposits and ban unpaid accounts.