Checkout failure invalid credit card

[kingfisherfarmm]

In the last 2 weeks I am experiencing a high number of customers that are having troubles checking out with my online store.  Most are getting a message at check out that their "credit card is invalid" but they have been using it at other places and even with my store the previous week and have not had that trouble.

The advice from Square agents has been to have them use an incognito window, clear their browser data and call their banks but it seems to me that if it's happening this often it must also be connected to my Square store and there must be something that I can do on my end so that customers are able to order smoothly and easily.  I am having to get them to email me the order and just etransfer the money!

Any suggestions?

[Laurie_]

Hi there, @kingfisherfarmm, we appreciate you taking the time to write it about your experience.

We're glad to hear you've touched base with our Support Team. For Square Online issues this is often the best call, as these teams are able to access your account and your website's backend to determine if there is something on Square's end impacting payments.

If they've taken a look and confirmed the site is successfully published, is set to accept payments, and has a valid location and fulfilment assigned to the site, the next step is to gather information about the payments themselves.

The troubleshooting steps they have provided are the same ones we'd advise here, and work as a general fix for most online glitches customers come across. 

If the issues are ongoing, since we're unable to access account-specific information here on the Seller Community platform, we recommend touching base with our Support Team again with answers to the following questions.

1) Are you able to confirm roughly how many customers are reporting this to you on a weekly basis? 
2) Do you know whether they are accessing your site from a desktop browser or a mobile browser? 
3) Are the cards being entered the same type (e.g. Visa, Mastercard)?
4) Do you know if this is impacting a group of customers in a specific location or all customers? 

Let us know if you run into any issues reaching out to our team.