Server down

[Jackthebarber]

Hi, 

I have tried to take a payment and it is saying the server can’t connect. I have rebooted and tried again. 
The transaction has not shown on my square app or balance but it is showing as deducted from my customers bank. 

can anyone advise what to do? 

[Breffni · Accepted solution]

Hi @Jackthebarber, thanks for flagging this. 

Sorry to hear that you had some trouble. It's hard to know without looking at your account, but it sounds to me that this transaction was likely Void. 

Payments are automatically voided if they aren’t finished within 5 minutes or the app is interrupted. The error message that you have described seems to indicate that is what happened.

To confirm that payment was successfully processed, you can check the recent Transactions within the app or your online Square Dashboard.

Voided payments will show as a pending transaction on the cardholder’s bank statement, but this will drop off shortly. In this case, the payment will need to be processed again. 

If you are unsure, please give our support team a call, and they will be able to locate this specific transaction and confirm its status. 

I hope this helps!