Why Does Square Freeze when Customers Use Tap to Pay?

[Kym2]

Since the last update we have had problems with Tap To Pay payments from phones freezing the register (we run both Retail and Restaurant versions on iPads).  The payment initially shows on the Customer end that it went through, but then we have to back out of the program and restart the sale and it cancels the payment.  This has led to some pretty frustrated Customers and some lost payments because our Cashiers don't understand what is happening and assume that once they close and reopen the app it is all done and send the Customer off or we just let it go to placate an angry Customer.

[Candlestore]

@Kym2 ;

Do you have a video or can you get a video of this happening?

I had a similar issue before with my Square Stands.  Basically Square's one update made it that the Tap feature was being delayed.  When customers tapped to soon or inserted a card to soon It would cause issues and then I would have to exit the sale. Then click charge again and inform the customer please wait for the Green light... this was taking up to 6 seconds after pressing Charge.  This was also on the first Gen Square Stand not the newer ones with the card readers built into them.  Which you also did not mention which Square Stand you are using.  Now this delayed tap and insert has been fixed with an update in Squares software.  I am using Square for Retail 6.25 I believe.  When I just looked to verify this I see that Square for Retail has an Update to 6.27.1.  So check to see if you are on the newest version since that might fix your problem.  

[Kym2]

Thanks for your reply. 

As it is intermittent I don't have a video.  I think that my Customers would be uncomfortable allowing me to videotape all of the transactions until it happens.  Customer Support's suggestion was first, to blame it on my network and then to un-install and re-install the software.  I did that so we will see what happens.  I am running 6.27.1. As you suggested I will look into the timing of the tap and see if that is an issue. The stands we have all have card readers built into them.

[Candlestore]

@Kym2 ;

I am using the older (1st Gen Stands) .

I was noticing a delay till my Green Light came on for the Bluetooth Tap Reader that is not built in.  

Wondering since it is built in if there is something wrong there.  I saw another post (2nd-generation-square-stand-says-card-readers-failed-both-the)  where the user is having issues with the 2nd Gen stands.  My issue with the delay was not random so one day before I opened I did a fake charge to show how delayed it was.   When the Green light came on after 6 seconds, I just cancelled the transaction.    I agree with you that customers would get upset about their CC being recorded.  My other issue I had was my internet crashed (ISP problem) My signal still shows full bars because my WiFi Network was rock solid.  I switched over to my backup internet connection (Hidden Tablet with Hotspot on) and then transactions were going through.  I mention this since you said Tech support thought there was an internet related issue.  Also I know a lot of ISP are always working on upgrades and updates and wonder if, since it is random, if the ones that have issues are when your ISP does something?  Being in a wooded area and not in a city I have more issues with Cell, Internet, and even power lines at times. And have seen where a downed tree takes one or multiple of these systems offline for me.  

Good luck figuring this out.