unable to provide bank details when booking appointments online

[Dafforne38]

My clients started reporting issues with booking appointments, when going on my website (www.dafforne.co.uk/bookings), the system crashes when they get to bank details form, window isn't active so they can not type any details in. others report them being blocked as bank thinks its a scam!? anyone struggles with it? there is more and more reports alike lately.

[k_atie]

Hey @Dafforne38, thank you for flagging this to us. That definitely does sound frustrating. 

Would you happen to have the link to your appointments website, so I can test it out on my end? Would you also have a screenshot of the issue your customers are experiencing, such as any error messages etc.? If your customers' banks are flagging the transaction as fraud, they might have to get into contact with their bank to allow the payment to proceed. 

Additionally, if the website is crashing, it might be an issue with the customer's browser. Here are some browser troubleshooting steps that are known to fix common issues like crashing websites.

Let me know how you get on with the above. 

[Dafforne38]

https://dafforne-house-of-beauty.square.site/

hi, sorry for late reply. My customers are still experiencing issues when trying to book in, some can't put bank details in, some can't book in because bank doesn't let them ( i've contacted my bank and have to do this every time i try to book in asking them too approve it as bank treats Square as a fraud - this happens with NatWest and Starling Bank - might be others too but those two are constantly being reported by clients). Other clients are saying as soon as they tick service they want to book and click continue, page goes back to home screen and ask them to do it all from the start going round in circles.

Hope you can help 

Kind regards

Magdalena Dafforne

[Emma_]

Hi @Dafforne38, I'm very sorry to hear that. Can you please share a screenshot of any error messages you see when you attempt to book an appointment and pay online? 

Because of requirements for SCA (Strong Customer Authentication), the banks do an additional verification step for online payments. Any online payment can go through the verification process and that doesn't mean the transaction is fraudulent, unless the bank explicitly said this is a fraudulent transaction in their communication. 

Regarding the issue loading up a page, this sounds like a browser issue. Depending on the browser settings, our website may run into errors. You can advise your customers the following troubleshooting tips:
- Make sure the browser is up to date.
- Clear the cache on the browser. Access the Help menu of the browser to locate step-by-step instructions.
- Switch to a supported browser, such as Google Chrome, on an alternate device

If none of these troubleshooting tips work, let me know the following information:
- The exact version of your web browser. To find this, visit http://whatwebbrowser.com.
- The device you’re using (PC, Mac, iPad, Android device, etc.)

- iOS or Android version of the device

When I have more specific information on the issues you are encountering, I'll further look into this with my team.