In desperate need of advice,

[Capitolinfusion]

I received this message in my dashboard now for the 2nd time….

“Transactions in which the customer's credit card number is keyed in manually (including those processed using a card on file, invoice, or Virtual Terminal) are not allowed for one or more of the prescription products sold by your business. As such, we are required to obtain confirmation of compliance related to this matter. Please confirm, by checking "Yes" below, that your business will discontinue processing payments for prescription products in the aforementioned manner, and only accept cards that are physically present and run using a swipe, dip or tap.”

We have been in business for a little over 5 years using Square and have not introduced new services nor began processing payments in any different manner.  They will not tell us anything specific about their complaint so we have no way of fixing the issue.  I made several attempts to get help but keep getting this standard explanation which I’m starting to believe is not a real human answering my request for information. They have locked access to my funds, and have threatened to suspend my account which has really angered me given my attempts to get information that would help us fix this issue.

If there is someone out there with any advice please help.  I am seconds away from closing this account and going to Clover!

[MayaP · Accepted solution]

Hi @Capitolinfusion,

I’m really sorry to hear about the trouble you’re facing. It sounds incredibly frustrating, especially since you’ve been a loyal Square user for over five years!

Based on the message you received, it looks like the issue is related to how payments for prescription products are being processed. Square requires that transactions for these products must be done with the card physically present, using a swipe, dip, or tap method, rather than being keyed in manually or processed through a card on file, invoice, or Virtual Terminal.

I know this situation is incredibly stressful, but complying with the requirement to have transactions in person should help resolve the issue.

If you still face difficulties, please let me know! 

[PurifiIV]

We just got the same message, and no one at square can point me to the policy here or define which prescription medications they are referring to.