How do you exit the payment screen if a credit card is declined?

[RedRamblerBrent]

On our Square Register, if a card is declined there doesn't seem to be a way to exit the payment screen unless the customer enters another card into the terminal.  We've had several instances where our baristas get stuck in the screen if the customer wants to call their credit card company or walks out when a card was declined, leaving them stuck in the payment screen with a line.  We've had to leave a dummy gift card at the register for them to swipe in order to get out of the screen so they can cancel the transaction.

[AshleyK]

@RedRamblerBrent you should be able to hit an "x" on the top right or left of the screen to cancel the transaction. Depending on your team permissions, you may need to enter a passcode as the manager to allow the transaction to be cancelled, but that will be a way to get out of the transaction's payment screen. 🙂

[RedRamblerBrent]

I'm not sure if its Square Register or the Restaurant version, but there is no "X" on the screen when a payment is declined for us.

[AshleyK]

There definitely should be! I would contact support so they can take a look at your account in real time to see what's going on there. 

[Pamalupagus]

I have the same problem. No "X" or anything. One time the customer used a different card and it worked. Another time the customer quickly called and it went through. The last time I unplugged it and they paid cash. The customers love the "animations" on the card reader, but the appointments app on the register stinks. 

[AshleyK]

I'm really sorry to hear the frustration regarding your app. Can you check to make sure it is up to date and delete/reinstall the app? It sounds like this might be a glitchy app. 

[Pamalupagus]

You can delete the app on Register? I'd like to know where that information is.

[AshleyK]

You cannot delete the app, but you can do a factory reset on your Square Register, which is essentially the same as "deleting and reinstalling the app," as you will need to reconfigure your printers, wifi, and other hardware settings. 

1. In the upper left hand corner, tap Configure Device.
2. Tap General > About Register.
3. Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.
4. Tap Reset one last time. The countdown will begin and your Register will reset.

Once the reset is complete, you’ll need to reconnect to your internet connection and sign back in.

1. Go back through basic setup questions like your time zone, date, and time.
2. Reconnect to the internet and sign back in with your email and password or device code.
3. Add accessories such as cash drawers, printers, scanners, or scales. Learn more about connecting compatible hardware to Square Register.
4. Adjust any settings back to your preferences.