Is anyone else having trouble adding a credit/debit card to the clients acct?

[KKL1]

Hi, I've been using square to collect payments from clients for services for over a year almost 2 at this point without ever having this problems. I enter a new clients demo info then try to add a card.  When I click on add a card, a white band comes up from the bottom and it says debit/credit card and underneath that it says gift card. I click on the debit/credit button  and put in the number, exp date, cvv and zipcode.  It will not let me save the card bc at the bottom it says the person need to sign a consent form to save their card. Then there's a blue link that I can click for an authorization.
1) I click the link and nothing comes up but a blank page.

2) This has never happened to me before, bc usually the white bar at the bottom that has debit or credit is not there-

3) when I click on add card it takes me straight to where I can input the card info and never had a problem.
4) The only other time this happened was 2 weeks ago when the square system went down.  As soon as it was resolved the issue went away.
I just spent 45 min on the phone with someone that had me on hold trying to talk with another person to figure out what's wrong. Finally the lady came back and said the client must have had an extra security measure on it. I disagreed bc why would squ have the consent form that wouldn't come up if it wasn't a square issue. So I tried to put my card on it and it did the same thing.   I'm waiting for the lady to email me back but I'm not holding my breath. 
Has anyone else had this problem and if so how did you get it to stops and btw, I have everyone sign a release when they come into my office so I have it on files

I'd love to get some help with this so correct it and get paid, thanks!  Kim 

[frances_a · Accepted solution]

Hello @KKL1 ! 

I just tested this using my account and had no issues adding a credit card as a payment on file. 

I used Chrome on a Mac. 

From your description, sounds like you might be using a mobile device and app to complete the process. Can you please share the device and app you're using?

Although you do get a notice to require authorization before saving a card on our app, it should not affect the ability to save the card information. Is the save button greyed out on your device? 

I would recommend running basic troubleshooting steps to discard a local issue, such as making sure your device is running an updated version of its operating system and uninstalling then reinstalling the Square app. 

I'll keep an eye out for your reply so I can investigate further. 

Thank you ✨

[KKL1 · Accepted solution]

I am using an iPhone 12 which I've been using since before I downloaded the square app. I'm on the dashboard app right now. 
I have done nothing different than I have for my other 120 clients who have cards added to their accts. 

[frances_a · Accepted solution]

Hello @KKL1 ! 

I just tested this using my account and had no issues adding a credit card as a payment on file. 

I used Chrome on a Mac. 

From your description, sounds like you might be using a mobile device and app to complete the process. Can you please share the device and app you're using?

Although you do get a notice to require authorization before saving a card on our app, it should not affect the ability to save the card information. Is the save button greyed out on your device? 

I would recommend running basic troubleshooting steps to discard a local issue, such as making sure your device is running an updated version of its operating system and uninstalling then reinstalling the Square app. 

I'll keep an eye out for your reply so I can investigate further. 

Thank you ✨

[KKL1 · Accepted solution]

I am using an iPhone 12 which I've been using since before I downloaded the square app. I'm on the dashboard app right now. 
I have done nothing different than I have for my other 120 clients who have cards added to their accts. 

[KKL1]

I did not mean to click on best answer to my replies! 

I am running the most updated version of apple's operating system. I will un install and reinstall the app right now. I won't loose all the clients I have loaded in the square app, will I?  

[KKL1 · Accepted solution]

I didn't answer all of your questions. So I've never gotten this notice before.  So before last Friday I would click on add card and the page to add a card would come up and I'd save it, no problem.  Now what has changed is when I click on add card a page that looks like it's overlapping another page come. up and at the bottom there are 2 white strips or banners and one said debit or credit card and the next one says gift card.  When clink debit that when the page to enter the card info comes up but with the added bonus requesting an authorization page.  

[KKL1]

Hi Frances, I updated the app on my phone and it's Still doing the save thing. I didn't uninstall and reinstall The square app bc I am unsure about whether  the contents will be saved. So I went in the dashboard to check and make sure all my clients were there snd they were. So I tried to add the card from there and it Saved. The page looked a little different and the writing on the bottom was Smaller but It saved anyway. So I checked back in my square app and it was saved there. So now I'm really confused. 

[frances_a]

Hello @KKL1 

Thank you for the additional details. 

I have merged a duplicate post into this one. Please avoid posting the same question more than once in the Community, as this helps us answer all questions posted more efficiently. If you have additional details to provide, feel free to reply to your initial post. 

I have tried to reproduce this issue using the Dashboard app on my iPhone, but it doesn't look like that feature is present in the Dashboard app at all. 

Now on the point-of-sale app, as Summer mentioned, the link is broken, so the form does not load. This has already been escalated. 

Even if the link doesn't load, this shouldn't affect the Save button at all. If after clicking the link, your browser opens a blank page, you can simply return to your Square point-of-sale app and save the card information. 

I will attach a screenshot below of how the screen looks on my iPhone. If you are getting a different experience, please reply with a screenshot or screen recording so we can investigate further. 

Lastly, uninstalling and reinstalling your Square app will not affect any information you have saved in your Square account, as this information is stored in our servers and not in your device, which is why you can access your account and information from different devices. 

The only issue you could run into is transactions processed while offline. Simply make sure you have no pending transactions that were taken while in Offline Mode, and you'll be good to uninstall the app. 

I'll keep an eye out for your reply! 

Thank you ✨

[KKL1]

I've been using square for over a year, I have approximately 120 clients and all of them have cards added to their acct. I have my clients fill out an authorization form before I add their card. I also have an iPhone i use and it's the same one  I've had for at least 3yrs.  Last Friday I tried to add a card to a persons account and when I clicked add card a screen came up and at the bottom on a white "banner" it said credit card or debit card and underneath it says gift card. That's never happened before.  I click on debit/credit card and the Screen comes up to input the card info but I cannot save it bc underneath that it says I need to have the person sign an authorization form before I can save the card. I click on the blue link to see if that will allow me to save it, and it's a blank screen. (Which doesn't matter to me bc I already have an authorization form signed.l
I was on the phone with customer service last night for 45 min and the person tried to tell me that it was my clients card that had extra security on it. I told her that wasn't it but she kept saying it was  so I tried to put my card in and it did the same thing. So she said she'd send an email. I got one that said I needed to use a pc to get the authorization form to come up. 🤦‍♀️. Clearly people don't read their emails or the message she sent in did not have the right info in it. So I did send some more emails out to customer service and i got another response that said I needed to update my phone, clear out my cashes (I can't spell that word nor do I know what it means ), and a lot of other "troubleshooting" ideas. This same thing happened to me two weeks before this when squares site shut down for a day. But as soon as it was fixed everything went back to normal. 
im totally frustrated and need to know if anyone else has had this problem? 
thanks, 

kim

[Summer2024]

Hey there, @KKL1! 👋

I am so sorry that this frustrating experience has brought you to the Seller Community. 

I have taken a look into this. I will say this is not expected behavior, and I am able to reproduce the same issue where I just get a blank screen when clicking on the authorization form. 

Furthermore, I have reached out to our product engineers and will be having them take a deeper look to see if this issue can get resolved, so you can start adding cards on file like you were before. 😊

I appreciate your patience here, and I will be back to check in. 

[AToZebraRentals]

Have you found a resolution?

I am having the same issue. When I update the client's card information in their profile, the system does not update the information into the sale. I have had multiple similar issues:

1) I create a sale and add items. I add existing customer to sale.  Customer requests to update their card on file in their profile for payment to a new card. I delete existing card. I input new billing information. I "X" out of customer's profile and go back into sale. I hit "Charge $", I select "Card on File", IT SHOWS THE OLD CARD NOT THE UPDATED ONE. If I try to process it, it will DECLINE. I can only process it if I hard close Square, re-open and re-create the entire sale again. When I do, it is updated to new card. 

2) I create a sale and add items. I add existing customer to sale. Their card on file is expired. I delete the expired card in the customer's profile. Customer provides updated card number and expiration date. I 'X" out of customer's profile and go back into sale. I hit "Charge $", I select "Card on File", IT SHOWS THE EXPIRED CARD AND WILL NOT LET ME PROCESS IT. I go in and out of customer's profile and IT WILL NOT UPDATE. I have to hard close Square, re-open and re-create the entire sale again and then it is updated with new card expiration date. 

3) I create a sale and add items. I add an existing customer her Card on File was expired. I deleted the expired "Card On File" from the profile. Customer did not complete sale at that time. Customer called back 1 week later. I open checkout, add customer to sale and add items. I go into customer's profile and input the card information. I "X" out of customer's profile and go back into sale. I hit "Charge $". CARD ON FILE IS NOT A HIGHLIGHTED OPTION. EVERY OTHER PAYMENT OPTION IS HIGHLIGHTED AND AVAILABLE TO SELECT. I go in and out of customer's profile multiple times. I can see the card is in the file but it will not update to the sale. I HAVE TO HARD CLOSE THE APP, RE-OPEN, ADD CUSTOMER, RE-CREATE THE SALE, THEN CARD ON FILE IS A HIGHLIGHTED OPTION. 

I have called customer service multiple times. They have me hard close the app (which I know works...but lets be honest, no one want's to ring up entire orders twice especially large ones with many items). They have said the customer has to sign a waiver (They already have or they do at time of sale) and that's why it doesn't work. When I tell customer service this, they have no other explanation. They have had me open the app on another phone, where they told me the existing pending sale would be shown. IT DOSEN'T (and it never has in my 7 years using Square processing) so it seems the customer support rep is not even trained on how this system actually works. This all started a little over a month ago and it's happening consistently. 

The app is updated to newest version. I'm not sure what the problem is, but if there is not a fix (other than force closing and putting the entire sale in again) I will have to find a new merchant service company. My business is too busy and time is money.