Square Freezing up after Credit Card declined

[MtsHobart]

At our centre we deal with a number of foreign seafarers, all who have credit or debit cards from different banks.

With the cruise season in full swing, we find we are getting a a large increase with card payments.

However, it seems if their card is for whatever reason declined, the system asks to try another card. More often thwn not, this will be the only card they have. They are happy to pay in cash, however the Display on the Square doesnt seem to give us an option of changing payment method once a card has been declined. Re get a large message saying CARD DECLINED, and no way of getting out of this screen. 

We find that we have to turn off the square at the unit to reset and then type in all the products again.

Is this something others have experienced and any ideas how to move forward?

Thanks in advance,

Scott

[Laurie_]

Hi @MtsHobart!

I’m sorry to hear you’re running into this issue with declined payments.

You mentioned the “display on Square,” which makes me think you may be using the Square Register, is that correct?

When a payment card declines and you see that message, does just the customer display freeze, or does the entire register freeze, preventing you from exiting or canceling the transaction to select a different tender option?

There are a few initial troubleshooting steps you can follow in this online guide. We generally recommend working through these steps outside business hours, as they may take a few minutes or interrupt payments. If the issue continues after trying these steps, please let us know, and we’ll be happy to escalate it to our internal team for further assistance.