My customer can't pay

[ncrusty]

I have a customer trying to pay an invoice, and when we enters his CC info and hits pay, it hangs for awhile with a spinning circle and then he gets a message "Something went wrong", along with a button to try again.  He clicked try again, and went thru the process again, and this time the spinning circle just never went away, as if it hung.

I contacted support just now, and the person responded that they don't have any records about this invoice, and there has been no activity on this invoice, and no attempts to pay the invoice.

I sent them a screenshot of my dashboard showing that a reminder was sent about an hour ago for the invoice, and the user then viewed the invoice about 15 minutes after that.

The support person then said they don't have access to my dashboard, but in their records, they don't see any problem at all.

What am I supposed to do with this?  What am I supposed to tell my customer?  Are they saying is that I'm SOL and need to use another service?  Is the rep really completely unable to see what went wrong when square shows a message to my customer that says "Something went wrong"?

[ryanwanner]

Hello @ncrusty !

Sorry to hear your customer is having troubles and your interactions with support. Both aren't the best image for sure!

I've seen this happen once with an invoice I've sent out. What I did to get by it was to go into the invoice, create a shareable link (From the Dashboard, click on the three dots to the right then share, I don't believe there's a way to do this from the app) and send it to your customer via email or text. There may have been a problem with the main link to the invoice.

I'd also ask your customer to try using a different browser or incognito mode on their current browser. There may be a cached page or cookie causing problems.

After that, your best bet is to call back into support. As with any major corporate call centers, you may have to call in a few times to find the agent who actually understands what your problem is.

Hope this helps!

[JK_Fiber_Art]

Another nugget of info to add to what @ryanwanner provided - we didn't get a time when this happened - if it was yesterday there were some issues with Square's System - see this report.  That may or may not provide a possible cause - just for reference, you may want to bookmark this site for future checks when things don't go as planned.   And I believe there's the option to manually enter CC Details on your end.

[ncrusty]

Thank you all. I got the guy to try again, still gets the "something went wrong" message and now he's sending me a check. I guess I probably need to find a more straightforward way to take payments. If this problem is somehow on my end, which every suggestion points to, I'll never have enough time to figure it out with nothing more than a message from Square saying "something went wrong". Ah self employment, yay.