Square Error: Card nonce already used with a different idempotency key; please request new nonce.

[framemark]

Hey Squarespace community,

What does this mean?

Square Payment Failed (Status code CARD_TOKEN_USED: Card nonce already used with a different idempotency key; please request new nonce.) Order status changed from Pending Payments to Failed.

Any ideas on how to prevent this from happening? It isn’t a common occurrence, but it does cost the business money.

The payment went through on Square at 9pm as per the order notes, but then it cancelled (we couldn’t find any additional payments on arrival as we couldn't find the booking on first look, and have since had to refund them manually.

Please see the order notes below - there is no Square recognition of the payment.

What does 'Please request new nonce' refer to? 

Any help would be appreciated!

[Arie]

Heya @framemark 👋

I'm sorry to hear about the trouble with your payments! 

I just wanted to double check whether this is on a Squarespace website, a Square Online site or whether you're using Square API to process payments on a website? 

[framemark]

Hi Arie, This is a Worspress website! Hope this helps!

[Arie]

Thank you @framemark - the reason I ask is because you mentioned Squarespace, and though the names sound similar, Squarespace is a different company. If you're using Square payment API please get in touch with our Developer support team here 🙂

[framemark]

I meant Square* Not Squarespace sorry.

[Laurie_]

Hello, @framemark,

I'm stepping in for @Arie here!

If you've integrated Square payments into your WordPress site and are encountering issues, I recommend contacting the company that manages the integration or checking out our Square Developer forums for more comprehensive assistance with troubleshooting payment problems. Additionally, I came across this resource that might guide you in the right direction.

In terms of the type of support we're able to offer on this platform, we're here to address inquiries about Square products and features, but we are not equipped to provide API support or troubleshoot integrations. If you happen to contact one of our partners and they instruct you to get in touch with Square, please make sure to keep a record of your support ticket. This will help us address your issue promptly and efficiently.

Remember you can reach out to our Support Team at 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time), or contact us via online chat or email. See the below steps.

1. Sign in to your Square account.

2. Head to our contact page https://squ.re/3AWfZs2.

3. Go to "Other", then "I don't see my issue".

4. Click "Message us", "Email us" or "Call Us".

Or, if you see the new chatbot help flow, type “support” to bring up a list of contact methods.

I hope this information helps!