Why can’t my sales transactions complete?

[the-ray-man]

My customers are unable to successfully place orders. They enter their cc number and the wheel spins and doesn’t complete the transaction.

I tried it myself, and got the same result. Please help, I’m losing buyers!

[Stacelyn24]

Hey there — that definitely sounds frustrating, especially when it’s costing you sales. If the wheel is just spinning after entering the card info, it could be a browser issue, outdated app version, or even a temporary glitch on Square’s end.

Try these quick steps:

1. Clear your browser cache or try a different browser (Chrome usually works best).

2. If you’re using the app, make sure it’s fully updated.

3. Double-check your internet connection — even a slight lag can cause that endless loading.

If all that checks out, I’d recommend reaching out to Square Support directly with a screen recording if possible. They can dig into your account and help resolve it faster. Hope it gets sorted soon — every sale counts!

[the-ray-man]

It’s not my browser, nor my customers browsers.

[Stacelyn24]

Hey there — that definitely sounds frustrating, especially when it’s costing you sales. If the wheel is just spinning after entering the card info, it could be a browser issue, outdated app version, or even a temporary glitch on Square’s end.

Try these quick steps:

1. Clear your browser cache or try a different browser (Chrome usually works best).

2. If you’re using the app, make sure it’s fully updated.

3. Double-check your internet connection — even a slight lag can cause that endless loading.

If all that checks out, I’d recommend reaching out to Square Support directly with a screen recording if possible. They can dig into your account and help resolve it faster. Hope it gets sorted soon — every sale counts!

[ryanwanner]

Hello @the-ray-man ! Welcome to the seller community!

Are you talking about in person sales or online?

For in store, there may be an internet connection issue. The easiest way to check this is to see if you can browse the internet on that device. If not, then it's most definitely the network, and a restart of the device may reconnect it or you'll need to dig deeper into why there's no network connection. If you can browse the network, there's a possibility that your Square app confused itself. Try signing out of your account, verify your app (and device's OS) is fully updated, restart your device, then sign back into Square. That should clear things up.

If this isn't helping, please let us know so we can continue to troubleshoot!

[MayaP]

Hey @the-ray-man - I am sorry your customers are having issues and want to help. 

Did @ryanwanner or @Stacelyn24 suggestions above help? Please keep us updated!