Event tickets error on payment screen

[MCM3]

Did either of you receive a solution to your problem? I am having the same error message pop up on checkout for several customers and have spent the last 2 days trying to get tech support from Square/Weebly. The solution that was offered has not worked and what was supposed to be a way to make purchases easier is now frustrating our loyal base

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This thread was created from a reply in Event tickets error on payment screen

[MayaP]

Hello @MCM3  thanks for reaching out and flagging this. I'm sorry this hasn’t been resolved and I’m happy to help.

What item is being checked out in the screenshot above? Is this happening with the same item each time or with different ones? If you can share your website and a few more details, I’ll take a closer look.

[MCM3]

Thank you for reaching out. The problem is occuring with multiple items all constructed in the same format but varying in price. They are basically packages of season tickets for concert performances. Up until roughly a month ago sales of these items were be completed but as of about two weeks ago we started receiving complaints from customers that they were unable to complete the checkout process as you see in my posted screen shot of my own attempt.

Our sales website is https://mobilechambermusic.square.site/ and I have already posted an apology to our customers since I have been unable for the past week to get any direct tech support from Square/Weebly despite many hours on the phone and emails. As a small all volunteer non-profit, we have used Square successfully for several years but their lack of support when we need it has us on the verge of cancelling our account.

Hope you can help,

Russ C

Board Member

Mobile Chamber Music

[Sammie_C · Accepted solution]

@MCM3, I believe @MayaP has stepped out of the office for the weekend, but I wanted to send you a heads up that I heard back from our eCommerce team.

They said that this issue has something to do with the "Item type" of these products. If you could follow this link, and change the "Membership" Item type to "Other," this should fix this issue for you.

Here is a screenshot of what the section looks like where you are going to want to change this:

Please let us know if this fixes this for you!

[MCM3]

Thank you for the suggestion. I will give that a try but I must say that we have been using that category for several years without experiencing this issue. In the course of trying to resolve the issue, I recently changed the items to "Event" which seemed to describe what we are selling (i.e. admission to a single or series of concerts.) That change did not solve the issue. I will let you know if "Other" makes any difference.

[Sammie_C]

I wanted to hop on here and say hi, @MCM3! @MayaP will definitely be able to help you get your issue figured out. 

@MayaP, I was chatting with @MCM3 over Community DM's and they let me know they were also chatting with you here.

Let me know if either of you need any help with anything in the meantime!

[MCM3]

Thank you for your assistance. The change to "other" for item type seems to have corrected the checkout issue. We will see if that remains the case in the future. I discovered that some of the problem resulted from internal changes to the Square software that affected the parameters of existing items and their types which put restrictions on them that did not exist earlier. It was like my computer company rewriting the OS without distributing information on changes to the User interface. 

I am happy that the problem seems to be resolved but I remain dissatisfied with the level of direct support Square offers its users and I will be shopping around for a plan B provider should this kind of thing happen again.

[Sammie_C]

I am glad to hear this was resolved for you, @MCM3.

We aim to provide efficient and fast customer support, so I am sorry to hear that you were not able to get direct Support and resolution sooner. In the meantime, we are here to help if you ever need it.

[MCM3]

I received the attached email from the generic support address and am sharing it in case anyone here can make sense of the highlighted section.

The digital items referred to are not something sourced elsewhere so how would I "check availability?" And the whole reason we are using Square is to be able to accept credit cards as a source of payment. We can handle cash and checks without paying for Square!

Responses like this make it seem like there is not a real person on the other end.

Ideas?