Performance Issue: Online Payment Acceptance, 5th March 2022

[MelPinet]

The title of this thread has been edited from the original: Square not taking payments today 05/03/22, anybody else having issues?

Square not taking payments today 05/03/22, anybody else having issues?

[#2]

Apology for the issues you were experiencing on Saturday, @MelPinet @Vegalicious and @Sunny22.

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

If you're still encountering an issue with accepting payments online, the best thing is to contact our Support team directly. That way, the team can investigate the issue further and check account-specific settings as needed. 

I also recommend bookmarking https://uk.issquareup.com/ — this is where we will share real time updates and information on situation like these.

Again, my apology for the interruption and thank you for your patience as we worked to resolve this. 

[Jaynikole]

My online payments are not working, Tap and manual input through POS are fine.

[Jaynikole]

My online payments are not working, Tap and manual input through POS are fine.

[sherwb]

Customer payments are being declined and telling them that their cards are not valid.

It's an absolute disgrace that Square support are unavailable. I've been on the phone with support and told that I will get a response within 2 business days. This is costing my business revenue and it's an absolute **bleep** show that a payment processing company like Square is not available to provide the support that it should as a bare minimum. 

[Jaynikole]

I have had contact with the support team and they are kindly looking into the situation.

[Ria]

Looks like what you've ran into is an issue that is occurring on our behalf. Our engineers have diagnosed the cause of this issue and we are beginning to see some services recover, if not already, yours should be completely recovered soon. Feel free to check status updates on this issue on https://uk.issquareup.com/ or feel free to reach out to us.
Thank you for your patience while we rectify this disruption.

[Jaynikole]

Unfortunately not at this stage but we will monitor, we have the ability to switch providers so will try this until it can be confirmed.

[Sunny22]

This is awful lost sales today and no one to speak to!! Not  good at all mine is still not working 

[SASauces]

Been using square for about a year .. all great .. today it is failing order after order .. no customer support at weekends.. anyone else having the same problem ?

I have temp switched my site back to pay pal but wondered if anyone else had this. Can still input payments by hand and taking face to face no problem

[TW_1421]

Having the same issue today. Can someone from the Square team look into this urgently?

[dg7]

Is anyone else still experiencing issues with card verifications online.  It states problem resolved and yet we are still seeing all transactions declined

[Vegalicious]

Yes I am having the same issue and can’t anything helpful to contact square about this 

[Mike600]

Hi 

my customers are getting invalid card details when at checkout on my online shop …I tried myself and got the same problem…all cards are valid any ideas ?

[BeOutsider]

I am now getting this issue on our website! Only found out as friend was trying to place the order. I have tried myself and it doesn't work. Emailed Customer Support and wait now, whilst losing potential sales 

[Sunny22]

We are having the same problem and I’ve lost sales today because of it!! I don’t know what the problem is been trying all day to fix it 

[Escapechallenge]

Is anybody else experiencing problems taking orders? We have had lots of customers contacting us to say that their payments have been declined (they get an error message so say that the card details are invalid). Its cost us a lot of money from lost sales.

[Vegalicious]

Hi everyone, I managed to contact customer service and will post their response below. It’s not great, I launched my Mother’s Day stuff today and have lost so many orders 😔 I’ve had to take everything down as no point in advertising if I can’t take payments. Hopefully it will be working tomorrow. 

Thank you very much for contacting Square Customer Success and I do apologize for the inconvenience today.

I’ve confirmed there are currently platform performance issues with our Square Online service and our Ecom departmet is already aware of the issue and is working hard to get this solve as soon as possible. I’ll tag the issue to your case so that you can get an automatic update once it’s resolved.

Thank you for your patience.
I hope my email is of assistance to you but please, do not hesitate to contact me back should you have any further inquiries.

Kind regards,

Mara Marin
Square Customer Success

[tranguyen]

Apology for the issues you were experiencing on Saturday, @MelPinet @Vegalicious and @Sunny22.

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

If you're still encountering an issue with accepting payments online, the best thing is to contact our Support team directly. That way, the team can investigate the issue further and check account-specific settings as needed. 

I also recommend bookmarking https://uk.issquareup.com/ — this is where we will share real time updates and information on situation like these.

Again, my apology for the interruption and thank you for your patience as we worked to resolve this. 

[Emma_]

Hi @BeOutsider, I'm sorry to hear you are experiencing an issue with your payments. These issues from 5th March have been fully resolved on the same day and we didn't receive any new report. Our Support team will be able to look into the specific transactions and check if there is any information on our end as to why the payment was not accepted. 

Please let me know if you need any further assistance.