We had multiple instances of an issue today:
- We ring up a customer's order
- Advance the customer terminal to accept payment via card
- Customer inserts, taps, or swipes their card
- Payment does not process; the customer terminal stays stuck on the screen that displays the customer's total due
We believe that some aspect of the terminal is working correctly, because if we stay on the POS screen that asks for the customer's name and they insert/tap/swipe their card, the customer's name populates into the field correctly. So the terminal is reading some or all of the information from the customer's card, it appears to be just the payment processing that gets stuck.
This has happened at irregular intervals today. The first occurrence was in the morning, after which we reset the customer terminal. There was then a period where it was working correctly for a couple hours, until another occurrence in the early afternoon. In the last couple hours, it has been happening more regularly.
Other troubleshooting we've done:
- Checked https://www.issquareup.com/ and it says all services are working correctly
- Checked
- Reset the customer terminal multiple times
- Verified that our wifi connection is active and strong
- Verified that we are on the most up-to-date software version for our POS and customer terminal
Looking forward to resolving this!
~Kevin with Hodge Podge
Cheers,
Katie
