Only one person receives "This address is not supported, please select another" error and trx fails

[gkreynolds]

I have set up an online-only store for a non-profit.  We sell memberships and event tickets and accept donations.  The online store has been successfully operating for about one year.

One customer attempts to purchase an event ticket and receives the message "This address is not supported, please select another" and the transaction fails.  All other customers have purchased successfully.

I have reviewed the suggestions in the community and none seemed to apply except for removing the , US part of the address, which did not work.  I had the user try different addresses, reboot their laptop, and try different browsers but the error will not abate.

What can I do for this user to allow them to purchase their online ticket?

[Donnie-M]

@gkreynolds was the customer using the same internet connection and computer?  I have seen a similar error with a customer in an online order using a VPN service that made it look like they were from out of the country trying to make a purchase.  I would check there first.

[gkreynolds]

The user wasn't using a VPN.  Also, we have had international users successfully pay for our virtual event tickets.

[JJ_]

Hey there @gkreynolds

This sounds like a good question for our Square Online team.

They can take a look at your account with you to help shine a light here, as they are able look at your account alongside you in order to pinpoint what's going on here. Please reach out by phone or email when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨