Online Payments being Declined - UK

[bradbutterworth]

We are still seeing online payments being declined by Square via the Appointments app. 

This has been happening since Friday PM, we actually noticed it on Saturday PM when we were trying to complete some testing for a new product. 

We have had transactions declined Friday/Saturday/Sunday and this morning. 
The cards that have been used are both Visa/Mastercard Debit - We did manage to get a Mastercard Credit to go through. 

Some transactions are coming through but there are a load that are not. 

UK Banks Monzo & LLoyds are confirmed to be an issue at this time. 

This is starting to cost my business money now, this needs to be resolved ASAP as we have an estimated £600 in lost revenue that is growing continuously.

[Emma_]

Hi @bradbutterworth, I'm very sorry for the issues you were experiencing on Saturday. 

An issue with the customer authentication flow interrupted processing for eCommerce payments but our engineers have identified, resolved it on Saturday, so all services have returned to full capacity. 

We also shared real-time information on our Status Page here: https://uk.issquareup.com/

If you're still encountering an issue, please contact our Support team directly. That way, the team can investigate the issue further and check account-specific settings as needed. 

Again, my apology for the interruption and please contact our team for further assistance. 

[bradbutterworth]

Hi Emma,

Thanks for getting back to me. 

This is still happening for us and we are still getting people complain that they are unable to make bookings through the appointments app.

Apparently this is with your support team but we are now coming to the end of the 3rd day of intermittant payments which is starting to 1) Cost us a lot of money in lost revenue. 2) Cause our reputation to be harmed. 

Brad

[Emma_]

Hi @bradbutterworth, I understand your concerns and I apologise again for all the issues you are experiencing. 

I have reported this to our engineers yesterday and I got a confirmation today that they have investigated and implemented a fix. This should be resolved now. However, if you continue experiencing it, please let the Support team know, they will follow up with the team to better assist you in this matter.