Customers being charged twice for online purchase (Anyone else?)

[JMtimber]

Morning all, we've had 2 customers this morning have reported that they have purchased on our website and then they've checked their bank who has debited the e.g. £150 from their account for the purchase and then put a hold/pending on their account for a further matching amount, essentially dropping their bank account by twice as much as the order was. Anyone else had reports of this? Any help would be great so we can let the customers know what is happening. Many Thanks. 

[MJD]

not experienced this myself, could be caused by customer error, after checking https://uk.issquareup.com/ everything seems to be up and running just fine, maybe try putting an order through yourself and see if it works?

[Ash176]

Morning,

I have had an issue this morning where a customer has come to pay and it just continues to refresh and not accepting any payment. 

Let's hope it gets sorted soon 🙂

[Helen]

@JMtimber I just replied to your other thread. We haven't had other reports of this issue but if the charges haven't dropped off your customers' statements (are they with the same bank?) go ahead and call our team so we can investigate.

@Ash176 Very sorry to hear about this! I hope you were able to troubleshoot your device to get back up and running. I'm not sure what device you have, but you could bookmark one of these help articles just in case it happens again:

• Square app troubleshooting 
• Square Register troubleshooting
• Square Terminal troubleshooting