Error processing payment from an invoice

[SimonSimple]

Hi,

I am having an issue with both the Invoice and Transaction apps on my iPhone when attempting to process a face to face transaction from an invoice. A contactless payment works fine except most of my invoices are for more than the contactless limit. So when inserting the card the Processing Transaction circle remains on the screen for 2 minutes before receiving the error Insert or try another card. I then have to manually input the details which costs me more in fees. This is becoming very frustrating. This has been occurring for a matter of months.

Any help would be extremely appreciated.

[tranguyen]

Hi @SimonSimple, sorry to hear you are running into this issue! It sounds like it could be an issue with the Square card reader itself. In this case, please try running through the following troubleshooting steps with your Square Point of Sale app and see if that would help:

1. Make sure you are using a compatible device
2. Make sure the Square Point of Sale app and the iOS software is up to date
3. Forget the reader from the device's Bluetooth setting
4. Turn the Bluetooth off and back on
5. If you’re using an iPhone or iPad on iOS 13, make sure Bluetooth permissions for the Square app are enabled. To do so, head to Settings > Privacy > Bluetooth > enable permissions for the Square app.
6. Turn the device off and back on
7. Hard reset of reader -- hold button for around 20 seconds, wait for lights to turn orange, then red, then release the button when all the lights have stop flashing
8. Go back into the Square app > Settings > Card readers > Connect a reader and follow the prompt

These steps usually help with any underlying connection issue that can cause payment errors. Once you've run through these steps, it's worth trying to put through a test payment to see if you are still getting the same error.

If you are still experiencing the same issue, then the best thing to do would be to file a warranty for the reader so we can send a replacement out. 

[SimonSimple]

Many thanks for your response, we did consider the card reader was the issue so we unpaired it and purchased a new reader, unfortunately the issue persists with the new card reader. My iPhone has all updates applied, both app & OS. I am not running a beta OS.

[Helen]

@SimonSimple Helen here stepping in for @tranguyen. If you haven't already you could also try deleting and reinstalling the Square app on your iPhone. (Make sure you know or have saved your email address and password as you will need to sign in again if you delete the app.)

If that doesn't do the trick I think it's worth calling our Support Team so they can help investigate this further. Phone support is available from 9am to 5pm.