Square terminal payment declined

[ForestLodgeFarm]

Hi there, fairly new to square. On a terminal I created an invoice and tried to accept a payment, a few times. Payment declined and didn't show on my transaction reports, yet customer had notification from her bank that payment had been processed. Being Easter, there is no support. Anyone else faced this?

[Seamus]

Hey @ForestLodgeFarm,

Sorry to hear you had trouble processing payments via Terminal!

This sounds related to your post about internet connectivity - in terms of specific payments, it sounds like this transaction could be voided and still marked as "pending" on the customer's statement. The customer can check their online bank statement or with the bank directly to see if this payment is in a "pending" state or has actually been charged.

As long as the transaction is "pending" then chances are it'll drop off the customer's statement in a few days. If you'd like to check a specific payment and how it appears on your end, please get in touch with support - you can call on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Go to "Other"" then "I don't see my issue"

4. Click "Message us" or "Email us"