Payments keep failing

[JoshP13]

I'm having a lot of problems with payments failing recently. I wonder if anyone else is experiencing this or has found a work around. It's getting so bad that I'm now starting to look for other options. 

There are two main problems. 

First, when someone goes to make a payment for the first time (using a link that I've set up in Acuity for a product or programme) the payment doesn't get taken. It seems to get stuck in some kind of authorisation loop that the client can't get out of. They try different cards, go into their banking app to authorise etc etc and nothing works. 

Second, recurring payments set up in Acuity keep failing on the second or later payments. They work fine for the first and then often subsequent payments but I'll wake up to a payment having failed - it will say subscription cancelled or similar but when I speak to the client they haven't cancelled anything, they have the same card etc. Again I think it's an authorisation issue with the new authorisation rules. The payments are being taken at 00.01 so no one is awake to see an authorisation request popping up in their banking app, if there even is one. 

Both of these are now happening all the time and are taking a LOT of manual chasing, working around etc. 

Anyone have any ideas before I have to ditch Square and Acuity altogether and find a better option? 

[Breffni]

Hi @JoshP13, welcome to the Seller Community. 

I'm sorry that this trouble has brought you here, that sounds really frustrating, I know how important it is to have everything running smoothly. 

As this is an account-specific issue, there isn't a huge amount we do here on the Community, unfortunately as we don't have access to account-specific info. 

In this case, the best option would be to first contact Acuity, I say that because they handle the integration with Square so they would need to look into this issue first. If you contact our customer support team first, they will request that you contact Acuity. 

They are available [email protected], if they are unable to assist you with this, ask them for a ticket number of your support case and contact our customer support team. 

We'll then be able to try and locate some of these failed payments. 

I hope this helps and that we'll be able to get this resolved ASAP.