Cibc cards are no longer accepted

[Barbershop3216]

I’ve had a problem where is my customers who bank with Cibc using the debit card we’re being declined I called Square. They say that they’re no longer accepting Cibc as a customer unfortunately for me most of my customers bank at Cibc as it’s the largest bank in the neighborhood, looks like my relationship is going end with Square, which is unfortunate because I love to use it. Does anyone else have this problem, not aware of it, you should check

[MayaP · Accepted solution]

Hello @Barbershop3216, thanks for flagging this! Your business is important, and the last thing we want is our relationship to end. 

What Square device are you using to process payments? Make sure the hardware is fully updated and correctly set up, and that the network connection is solid. Go to More > Settings > Hardware. Tap General > About Terminal > Software Update > the software update is going to update the firmware as well in this case.

If that still isn't working, do a restart on the device, and it should prompt the "Install Now."

[Barbershop3216]

Mayap,

thank you for your reply and your suggestions. I’ve done all that when I Called Square Canada regarding this issue the way it was explained to me is Square has had a disagreement with Cibc security and no longer accepting cards on Square. I’m in Toronto is fully up-to-date everything is working. I have several terminals they all work perfectly fine, they just do not accept Cibc debit cards only Cibc credit cards work but the debit cards do not work. Square Canada knows of this problem. I’ve called them several times they’ve called me back to apologize for the inconvenience but they cannot fix the problem as they said it’s a problem with Cibc and they sent me a credit of $500 for the inconvenience of not being able to take Cibc debit cards, there’s nothing else I can do. I’ve exhausted all resources. I am switching to another company. It’s unfortunate. 

[Barbershop3216]

Looks like somebody heard all my complaining and whining as of today, Saturday, July 13, 2024 Cibc debit cards are now being accepted again on all my terminals it’s fixed

[MelissaHicks]

I’m so glad you flagged this, but it seems like the issue may have arisen again. I wasn’t able to accept CIBC debit cards all day yesterday—tried tap on iPhone, swipe on Square, and entering the info manually. No dice. I wasn’t the only vendor to have the issue, either. 

[RobynR]

Hello @MelissaHicks,

Welcome to the Community! 

Are you still experiencing issues accepting cibc cards today?

[MelissaHicks]

Yes!! Both CIBC and Simplii

[RobynR]

@MelissaHicks, I'd like to escalate this to our engineering teams for further investigation. Could you please provide 4-5 transaction amounts along with the dates that were declined? This will help us address the issue more effectively.

Please be sure to leave out any sensitive information.