The payment accepted the payment. But it was cancelled on my portal.

[Scenticy]

Just now the square took the payment. It’s approved. It went down and became cancelled. On my client’s bank, the payment was charged. And It does not show up on my square transaction page. Please helpppp!!! 

[Laurie_ · Accepted solution]

Hi, @Scenticy, thanks for reaching out to let us know.

I just want to ensure I'm on the same page with you here, when you processed this payment, did you reach the confirmation screen on your app, asking for a receipt to be sent to the customer?
 

From what you've described it sounds like the payment you attempted to process was interrupted/voided.

There are three ways a payment can become voided:
 

1. Payments can be manually voided from the PIN screen by tapping the “x” in the top-left corner.
2. Payments are automatically voided if they aren’t finished within 5 minutes.
3. Transactions may not process if the Square app, device, or network connection is interrupted at the time of payment.

If a payment is cancelled, declined or interrupted, your customer may experience a pending transaction on their card statement. Square sends a void notification to the bank as soon as a payment becomes voided. This notification informs the bank that Square will not be capturing the funds in question. Once this notification has been sent, it is the bank’s responsibility to release any hold on those funds in the cardholder’s account.

Some banks reflect this activity as a pending charge or by placing it in a separate section of an online statement (they are oftentimes portrayed in parentheses). These are not actual charges, but rather us verifying the money is on the card. In a couple of business days, these charges will drop off the credit card’s account statement. No interest will be charged either.

It’s important to note that with Square, a payment is never finished until you have received the in-app notification that the payment was successful. A good way to confirm this is by checking Transactions within the app on your device, or your Square account online. If the payment does not show up in your history but appears on a customer’s card statement, you can be sure this is only a pending charge and not an actual transaction.

[Kadi]

My client has $100 pending in their bank acc but nothing has shown up in my app or bank account. They tapped their card four days ago. I have previous testing $1 transactions in my acc but can’t locate this $100 one. 

[Arie]

Hey @Kadi 👋
 

I've merged your post to this thread where @Laurie_ answered the same question and some reasons this happens. The pending charge on your customer's statement will drop shortly, and Square has already sent a void notification to their bank. 

[Rodrigo8]

Hi, I billed a customer today and he showed me it was being deducted from his bank account, but there is no record of that transaction here.  How can I know that it will be transferred to my bank account if there is no record of the sale here.

Thank you.

[Arie]

Hi @Rodrigo8,

It sounds like this transaction may have been voided. I've merged your question to a thread where we answered this question before. We merge posts to make finding answers for similar questions in the seller community easier. 

Please let us know how you go!

[Rodrigo8]

This is a very serious glitche/issue. For example you make your sale client cancel or fault communication from devices whatever. Client send you payment process receipt you send/give the item.  Later transaction cancelled/denied whatever, by the client bank. From this point client/buyer ignores you!

Done you lose! 

This kind of fraud is quite common in some countries. 

How Square fix it?

[mxcks2faded]

While using my Square point of Sale today, i made a sale to a customer and when made the payment it said payment failed but on his bank account it had been debited from my Square POS but hasn’t shown up in my transactions or anything. Support aren’t helping me so not sure what to do as my customer has already paid the $55 but i haven’t received it

[Arie]

Hi @mxcks2faded,

Thanks for writing in, and sorry to hear about the frustrating experience. I've merged your question with this post, where someone had the same question. @Laurie_ provides some more detail of what happens when a payment is interrupted. 

[Snowsnuggle]

I also had the same problem yesterday. A customer purchased $80 worth of my product that I worked hard to create. The square said "approved" I saw the check mark check off and so I told her to have a merry christmas and she left. I was at a craft show. Minuets later I get my phone out of my pocket and it says "cancel payment!" there was no way to NOT cancel the payment. I had more customers that I needed to ring up and I didn't see any option other than pressing cancel. Later I went to the transactions and it wasn't there. I never got the money. How can square fix this???? I've never had this happen before. It makes me question if square is even worth it now if it's not gonna actually process the transactions. Please help! Is there any way to process the card again? She was a stranger and walked away after the payment was "approved" How can I get the money?

I'm in the US by the way and found this thread via a google search

[Laurie_]

Hi @Snowsuggle,

The issue you've described sounds slightly different to an interrupted payment (due to internet connectivity or timing out on the app), and I would first encourage contacting our US Support Team to receive some assistance with this.

If you'd like to speak with our Support Team by phone, you can give them a call at 1-855-700-6000 between 6 am - 6 pm Pacific Time Monday - Friday. You can also get in touch with our Messaging and Email Support Teams here: squ.re/contactsqsupport.

So long as you haven't deleted or updated the app since processing this payment, our team may guide you through the steps to send through a diagnostic report from your device to see if we're able to locate any missing payments. 

I hope our team are able to resolve this issue for you!

[RalphTPC]

I have experienced this twice now. Both times it happened after accepting final payment on an invoice. The customer's card was inserted and "APPROVED." One invoice was for a $600 transaction and another was for a $2300 transaction.

Both times, the customer leaves with my merchandise and I'm left with a cancelled transaction indicated under "transaction status."

The error happens when the POS register "Times out" before square has time to apply payment to the invoice. This leaves the invoice unpaid. I had it set to 5 minutes and it seems that was still not long enough. (this is for session time out - NOT THE SCREEN SHUT OFF FUNCTION).

Since Square is not smart enough to figure out what invoice to apply the stalled payment to, it can not complete the payment to the invoice and it AUTOMATICALLY cancels the transaction! 

THIS IS A BUG THAT NEEDS TO BE FIXED!!!

[Laurie_]

Hi @RalphTPC,

I'm truly sorry to hear that you've experienced this issue twice. While I can offer general support for payment troubleshooting through the Seller Community platform, it's best to reach out to our Support Team as your initial point of contact for these specific issues.

They can investigate these payments more thoroughly and determine what caused them to remain uncaptured at a later point. This situation is certainly unusual, and I strongly advise reaching out to our team as soon as possible for assistance in resolving it. If our Support Team is unable to resolve the issue with you over the phone, the next step will be for them to submit a ticket to our engineering team, who will conduct a thorough investigation into the root cause of the problem.

I can see you're based in the US, so please ensure you use the contact information provided above to contact your local Support Team. Should you encounter any issues reaching out to our team, please let us know.