payment processed then canceled

[latteandwit]

yesterday I did a transaction and the customer signed and the payment went through to the new sale screen. then I opened the app for another payment and it said that the payment was canceled and removed any trace of the payment.  

[Kassi_]

Hi @latteandwit! 

To look into the specifics of the payment I would recommend contacting our Customer Success advocates about it. Also, you can see more information on this payment under Reports --> Transaction status. 

You can reach out directly to Customer Success at 1-855-700-6000. Please keep in mind, you will need a customer code to get an advocate on the phone. Here is the link to get that code: squ.re/howtocontact