Does anyone else have an issue with Huntington Bank cards?

[Be-You]

I have 2 retail locations and at each location any client with a Huntington issued card gets declined. We have no issues with any other cards. I've been thru it with square support and have even taken it all the way up with Huntington's corporate office. Every client calls the bank and they see no reason for it. They don't even see the transaction attempt on their end. So the transaction never even get to them to be declined, it just declined by my Square Register. Its causing a lot of negative issues with our clients.

[Laurie_]

Hi @Be-You, 

Thanks for walking me through the recent issues you've been experiencing with this particular brand of payment card.

I reviewed your recent email case with our Support Team, and it’s interesting to note that when invoicing customers using these cards, the payments go through without any issues via Square. This suggests the decline is likely happening at the payment processor level, before the transaction even reaches Huntington.

I'm happy to investigate this further with our team, could you provide an example invoice number, date and total amount (where a Huntington card was successfully processed) that I can use share with my team? (No need to include any customer details.) We can already see examples of declined in-person payments via your previous support case, so no need to include those in your reply.

Also, when you're attempting to process Huntington cards in person, are you inserting, swiping, or tapping the card? Have you tried manually keying in the card details as a workaround?

Lastly, is this issue occurring only on one device (e.g. your Square Register), or are you seeing the same behaviour across multiple devices, like the Square app on a mobile phone or tablet?

I'll keep a lookout for your response here. 

[Be-You]

I can’t keep track of when it all happens because it’s happening at both locations with all my employees. We try all methods of using the card swipe tap or insert. It happened again today at some point at my Howell  location

[Laurie_]

Understood, @Be-You!

Let me send through what we have to my team for now. When you get a chance, could you provide an example invoice number from your Square account where a Huntington card was successfully processed? That would be really helpful for us to check on our end.

[Laurie_]

Hi @Be-You,

Apologies for the delay in getting back to you here! While we were waiting on some additional information from our team, I noticed you reached out to our Support Team directly, and they were able to provide more context about these types of cards.

From what they shared (and what I’ve confirmed), it sounds like the issue is due to a limitation placed on these cards by the issuer, Huntington Bank. Some card issuers restrict where their cards can be used, based on the merchant category of the business (for example, Health & Beauty).

On Square’s side, we simply receive a decline notice without details about the reason. The card issuer, however, can confirm those specifics directly with their customers.