Transaction Declined

[HollieSS]

Hi all,

I had a transaction declined this morning with my card reader.
The transaction went through, it was only when I went back into the app I had a pop up notification saying it hadn’t.

it’s not showing in my transaction status either!

Is there anything I can do? Why did this happen?

I have to chase the person again for payment now which is so awkward!! 

Thanks

Hollie

[Emma_]

Hi @HollieSS, I'm sorry you're running into this. There are several reasons your payment can decline. Please check this thread that gives detailed information about unsuccessful transactions. If you haven't received any Decline error message at the time of processing the payment, this might be due to your internet connection or any interruption of the Square App. 

You can contact our Support team and ask if they have more information about the transaction.

[HollieSS]

Thanks Emma. 
Everything went through as normal? Card worked fine, got the do you want a  receipt come up etc all as usual. 
it was only when I got home that I went into the app it told me it hadn’t gone through. 
As far as I’m aware nothing different happened?

I have emailed the support team, I hope there’s an explanation. I really can’t have this happening again!

[Emma_]

@HollieSS, the receipt screen is the final step if the transaction went through. If you send the screenshot of the error message you received after the transaction has been successfully completed, our support team can look into it or report if necessary. 

[HollieSS]

I didn’t take a screenshot unfortunately. The transaction seems to go through but at a later time when I went back into the app, it said the transaction hadn’t gone through. 
How can I report this to see if there’s any reason please? 

[Emma_]

@HollieSS, I'm very sorry you experienced this. Please contact our support team on  0800 098 8008 from Monday to Friday, 9am to 5pm. Since this is related to a specific transaction, we cannot share any details in a public thread. 

[Magic2]

This has happened to us a couple of times in the last few months. 
1st time we assumed it was our error, but it’s happeNed again now. 
it goes through l, I gave the customer the receipt, the black strip at the top when it’s online was showing, so it had internet. And then this morning it says it’s declined. That happened to 3 payments last night. 

[Lou8]

Hi @Magic2, thanks for posting.

I understand you had internet when you processed the payment, but is Offline Mode enabled in your settings at the moment ?

It's tough to pinpoint what could have happened here, as we don't have access to your account information on the Community. I suggest reaching out to our Support Team directly as they'll be able to raise a ticket with our engineers to investigate this further.

Let me know if you have any other questions !