Square Register Crashes when charging to customers saved gift card on file, or credit card.

[briscoscoffeeho]

Does anyone else have an issue when trying to charge a customers "Saved Credit Card" or "Saved Gift Card" the register will go all black and the white square logo shows on the main display, and customer display.  The transaction is then totally gone from the screen upon re-load.  Happens every single time, we have to type in the customers gift card or swipe the physical gift card to make it work.  Unable to charge to any "Saved" cards.

[Helen]

Thanks for your post @briscoscoffeeho, I haven't seen other reports of this issue in the Community but this certainly shouldn't be happening.

These Register troubleshooting should help, but I'm going to also go ahead and start a case for you with ourCustomer Success team. If this continues to happen, please make a note of an example transaction — the amount, last four digits of the card and the time and date — and share that information with the team so they can investigate.

A member of the team will email you today (at the address assocaited wtih your Square account), so keep an eye out for their message.

[briscoscoffeeho]

Thank you Helen, this happened today on Square Register on transaction Receipt #i6NH the customer has a Gift Card saved to his account ending in [redacted] when you click the button to charge to the saved Gift Card the POS will crash resulting in a black screen with the white square logo, on both the POS and the Customer Display, the register will refresh after it comes back up and the transaction will be gone from the screen totally.

We had to type in his gift card manually as it was an e-Gift card.  If you type in the gift card the transaction will be successful, and the screen will not crash.  This also happens with saved credit cards as well.  Luckily we also have a second terminal that is an iPad terminal and that one lets us charge the saved cards correctly.

[Helen]

Thank you @briscoscoffeeho, I've shared that information with a Register specialist and they'll email you as soon as they can.

Glad to hear you have another Point of Sale to use in the meantime. I appreciate your patience with this!