Re: Debit card “ not supported”

Jweiser1 · ‎12-11-2024

Had a debit card with my credit union bank. Worked ok in square. Switched to a new credit union bank and the debit card says “ unsupported”? I don’t understand. Called customer service and asked why and the said “it’s unsupported “! I told her yes I see that but why. Her answer was “l can’t tell you that”! It’s just unsupported. She was rude too.

TheRealChipA · ‎12-11-2024

Hey there @Jweiser1. There are lots of reasons why debit cards might not be supported in Square. I know one for certain. Some debit cards require PINs and do not allow transactions to be processes as credit by bypassing the PIN. If your new credit union is one such bank, then you’re out of luck unless the credit union changes their policy.

Another reason is that your credit union is not on one of the supported networks. Supported networks are Visa, Mastercard, Amex, Discover, JCB and UnionPay.

Other than those two, you’ll need to reach out to your credit union. I’m betting you aren’t the first person to ask this question. They probably know.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

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Jweiser1 · ‎12-11-2024

So even if the card has the Mastercard logo on it, it’s not necessarily supported. The card has to be able to use as credit/debit card? Is this what I’m understanding?

TheRealChipA · ‎12-11-2024

Ok. So, it is a MasterCard network card, then. I didn’t know because that information was not in the original post. You can ignore that possibility, obviously. The other one (your CU requires PINs at all times) still could apply, though obviously I do not know for certain. I was trying to come up with possibilities. Honestly, I would reach out to my CU. They may have restrictions on their debit cards that are not common and are getting in the way.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a possible "best answer." I hate the term, and wish we could just mark posts as "helpful." But this is our only mechanism at the moment. Just remember "Best answer" should be interpreted as "helpful," and nothing more. LOL. "Best" (ugh) answers help folks possibly find solutions to similar problems they are hoping to solve.

Sammie_C · ‎12-13-2024

Hi @Jweiser1! Sorry to hear that your problem has brought you to the Seller Community and that you felt our support team was not helpful. That is not what we strive for and we are here to help you.

As @TheRealChipA suggested, checking with your credit union may be a good first step.

For a bit more clarification, can you share some details on if there was a specific error message you saw?

Sammie_C
Community Moderator, US, Square
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