Square Online - Orders failing at checkout or getting to checkout

[NTastic]

I am getting numerous messages from potential customers of not being able to complete transactions on my website. I tested it yesterday, once I got through to payment the second couldn't even get to payment.

Some get stuck filling in address others on clicking on proceed to payment. Their is a topic on here from over a year ago with the same issue so this is a square issue not a customer issue which is what tech support keep saying. It is also 4-5 different people that have reported this isse to me now. 

My sales are falling month on month compared to last year since I moved from WIX to Square for Example April is over 40% down on last April. This could be down to failed transactions and giving up and going else where. 

[Summer2024]

Hi, @NTastic ! 

This is absolutely not the experience I want for you, and I want to assure you that I will take this seriously. 

While some issues can be user-specific, the pattern you're seeing—especially with multiple customers encountering similar problems—warrants a deeper technical investigation. I'd like to escalate this immediately to our Online team so we can get more eyes on it.

To help my team diagnose and resolve the issue as quickly as possible, could you please provide:

• A few recent examples of failed customer transactions (approximate time, device/browser if known)

• Screenshots or screen recordings (if customers shared any)

• The direct link to the checkout or product page that’s causing trouble

• Any custom code or third-party apps you may have installed on your site

I understand the urgency here, especially with the impact on your sales, and I'm committed to getting this resolved. I’ll personally make sure this is escalated properly, and I’ll follow up as soon as we have more insight.

[NTastic]

This was reported via email on Monday, with follow up with more information, I have had zero response from support.

Case #: 106631337

I am very angry that after 3 days square can not be bothered to deal with support requests. I am losing business and so so is square. 

You (square) have had all this and more but to lazy to respond. 

[Summer2024]

Also, @NTastic , can our team place a test order? 

[NTastic]

Test if you want it's a random issue

[NTastic]

Just rang support having had no reply to emails and promissed the iussue is being looked at now and will come back to me by email. I have zero faith in Square so will start moving away this weekend. Utter rubbish business, to be avoided at all cost, can't reply to a support ticket in 3.5 business days.

[NTastic]

Been advised that the below will fix the issue:

"Thank you for calling i have an update on the case you called in regards to. I have provided troubleshooting steps below.
I can confirm your site status is disconnected and the SSL is not active ,

1. To connect a custom domain you purchased from Square to your Square Online site:

1. In your Square Online Overview page, go to Website > Domains.
2. Under the domain you want to connect to your site, select Manage > Manage domain.
3. Under Destination, select Edit site destination.
4. Choose the Connect to one of my current sites option.
5. Select Save when finished.
6. Publish your site from the Square Online site editor to see the changes live."

I have unpublised and published to make sure, I am very angry that it has taken a month of queries, emails and phone calls for support to give a simple fix. How you are meant to know or find all this when setting up a new website I don't know. Square designed for developers for devleopers not caring about end users.