Tap to Pay Payments Freezing

Kym2

We have been using Square for a few years now and one problem that has been consistent is occasionally when Customers use tap to pay (phone apps) the payment screen freezes and we have to cancel payment and have them tap again. This has been happening since at least 2023. This is problematic as Customers see that the request has been made from their accounts and they believe payment has been sent and are unhappy to have to tap again. Most of the time it drops off of their account but occasionally it does not and we have to deal with it. Being a very busy seasonal business it really slows things down for our cashiers and often they end up just believing the customer and letting them go, ultimately without paying. Has anyone found a solution to this?

TheRealChipA

Hi @Kym2.. It would be very helpful to know what device(s) have this issue. I assume you mean tap to pay on mobile phones, but that's not clear. Also, knowing the device makers and OS would be helpful. Thanks.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

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