SLOW CARD PROCESSING

[SWCMD]

we have two registers, 

both Square for Retail

Version: 6.55

Register details

OS version5.51.0076ModelSquare Register (1st Gen, v2)

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Example one: $10 cash transaction, no delays, cash draw opens instantly and the receipt option screen shows on both sides. 

Example two: $10 total, "split payments types" customer wants to pay $4 cash, $6 card. We hit "split payments", enter $4, then hit tender / $4 button, cash draw opens instantly, balance of $6 showing, customer then does tap, or inserts card, instantly approval no delay. 

Example three: $10 total, card payment only. Customers does tap or inserts card. Then shows "remove card" quickly only on customer's screen, and the processing logo still shows on both screens. There is also a "blink" on the customer's display side, and then after 7-10 seconds the receipt options screen appears. See video which I uploaded 7months ago

https://www.youtube.com/shorts/VLnpR6eXWeU

I will upload 2 videos again tomorrow showing example 2 and example 3. 

I don't think this is internet related as cards are approved instantly in example 2

[#2]

Hey @SWCMD , thanks again for all the info. I did escalate to our team and they are stating the following:

"It appears that this is related to their network connectivity even with it being connected via ethernet. While sellers can have sufficient connections to have their devices connected. The seller's network does not have enough bandwidth to support swift uploads and processing when accepting a card transaction vs cash transaction."

Can you complete a speed test during the slow processing to see if there is a dip and impact on the upload speed? Does this issue still occur when you connect to a different network or hotspot? Or does it only occur with the Ethernet connection?

[Atypical]

Nobody from support has reached out, and processing remains pretty slow on version 6.57. Cash is fine, but credit continues to take too long. I left Square over this issue this time last year, so please don't force me to do that again. If I have to leave again to gain efficiency, I will not sign back up with Square. Please do something about this. Several people have sent you videos of this problem, so it's not us.

[SWCMD]

I ended up getting this reply by email from the customer support team:

"As for the delay in processing payments, the team is now aware of this issue and is working on a fix. Unfortunately, we do not have a timeline as to when the fix will be ready at this time. I will follow up with you once I receive further updates from the team."

Nothing else...
"

[MayaP]

Hey @Atypical @SWCMD ,

Thank you guys for letting me know. I did reach out to the engineers for more information and will keep you guys updated. I appreciate you all hanging in there! 

[Atypical]

Maya, I wanted to hold off on responding until I had some concrete sales behind me. I've been back to blazing fast processing speeds since 11/26. No OS change since then, so I'm still on 6.57. I'm not sure why this keeps happening, and my hope is that you guys find a way to flag whatever is causing this before it causes interruptions. Thank you for your support! Other than this reoccurring issue, Square rocks!

[MayaP]

Good Morning @Atypical,

Thanks for reaching out!! If you celebrate, I hope your Thanksgiving is good! 

I appreciate your follow-up and dedication to getting this issue resolved. I did recieve information from our team they will release a fix ( 6.58) early december. I will reach out when it has been released!!

Thank you for haning in there!! 🙏

[MayaP]

Good Morning @SWCMD @Atypical @sammyg !

A fix will be released ( 6.58) to resolve this issue. The engineers expect to have this by early December. I will keep you guys updated with a date. I appreciate all your support with this!! 

[SWCMD]

Hello, 

We have been seeing today, that the customer screen glitch-iness and screen blanking out with the black screen then telling the customer to remove card and approved. 

[MayaP]

Hey @SWCMD 

I received your message and I’m sorry to hear that the fix (6.58) didn’t resolve the issue yet. I’ve replied to your message, but I’ll post some of the same questions here in case anyone else is experiencing the same issue. For now, let’s continue communicating here:

1. What version of the app is currently installed on your device?
2. Have you tried any standard troubleshooting steps (our team will ask for this)?
3. When did this issue start occurring?
4. Are there any additional details you can share that might help?
5. Also, please send a diagnotic report. 

[MayaP]

UPDATE! 

Our team is working on a long-term solution to improve card processing speeds. At the moment, there is no ETA for when the solution will be implemented. I appreciate your continued patience as our team works to resolve this.