Square canceling transactions after saying done

[Maddiem95]

I’m so frustrated. Square keeps reading cards and saying Done, then after the customer leaves, it says connection lost and cancels my transaction. I have lost $50 already and it’s ridiculous that this can happen. It should not say done if the transaction is not done. I will have to try a different payment system because this is not ok. 

[SVLFever]

Hello @Maddiem95 !

I'm sorry to hear that you are having issues, but what you are reporting isn't normal.   In order to hopefully better identify what's happening, can you provide more information to this chat, such as;

• Which Square app are you using?
• What type of device are you running the Square app on?
• What type of device are you trying to run payments on?
• Do you have "offline payments" enabled on your device?
• Have you contacted tech support about what you have seen, and if so, what was their response?

Hopefully this additional information will help shed some light on what's going for myself and others that could view this chat.  Respond when you can please and we will try to help.

[AlianneCimorene]

We are also having this issue and have also lost money, when the sale looks like it's done and then after the customer leaves it cancelled the order after claiming the connection is lost. 

[SVLFever]

Same questions for you @AlianneCimorene -

• Which Square app are you using?
• What type of device are you running the Square app on?
• What type of device are you trying to run payments on?
• Do you have "offline payments" enabled on your device?
• Have you contacted tech support about what you have seen, and if so, what was their response?

Let us know when you can.

[KPEmbroidery]

Hi! I’m Alianne’s teammate, responding since I was the one doing the checkout at the time. 

Square app: “Square for Retail, version 7.28sw”. Not sure if that’s the info you were looking for? 

Device: iPhone 13

Device for payments: This was tap to pay, although I also had a swipe  reader plugged into the phone at the time. 

“Offline payments” is enabled. 

And no, we haven’t contacted tech support yet. This just had a couple of hours ago. 

[SVLFever]

Thank you @KPEmbroidery for getting back to me.  This is helpful, as the internet connection may come into play here.   I'm wondering if you were on wi-fi or on your cell service on your phone, and if you somehow temporarily lost the connection (probably through your cell service).

The offline payments setting would have kicked in if the transaction was started prior to having a connection, but I don't think it activates during a transaction (I think the transaction times out in this case, but you get a "payment failed" notification, which did not happen here).

Yes, go ahead and contact tech support.  They MAY be able to investigate the transaction and still process it through.

Sorry to hear you had issues but hopefully TS will be able to help.