Curious if anyone else is having an issue accepting credit cards on their Square register?
The error started last week. A customer's card will be declined with the error message "Invalid Payment". If we try repeated attempts, we'll occasionally receive a further error message about insufficient balance on the card or a change in charge blocking the payment - neither of which are accurate.
The error has happened across multiple cards (American Express, Mastercard, Visa) and, oddly enough, seems to follow the customer - after receiving an Invalid Payment notice, we asked a customer to wait, successfully ran a credit card charge for another customer, and then returned to the initial customer, only to receive the same error notice. We have tried tapping, dipping, and swiping the cards; we have tried manually entering the card number; we have even tried using a spouse's card, all with no luck. A patient customer even called their bank on the spot and confirmed their card was not the issue.
The error happens seemingly at random, about once a day. We've already lost out on three sales that I know of, though I suspect there are more. On top of the financial loss, it's embarrassing for us and frustrating for the customers.
Our system is software is up-to-date. Our internet connection is stable. We performed a factory reset. And we're still having the issue.
We spoke with another customer service rep, who recommended we switch our mode from Classic to Retail. If this doesn't resolve the issue, she suggested it might be a problem with our registers, which are no longer covered under warranty.
Given that this same error happening on both our registers and at the same time, I would expect this is an issue with a software update, rather than the hardware.
Has anyone else experienced something similar? Did you find a solution?
