Known Issue: Payments Disruption (2/6/23)

[meltingsun]

The title of this thread has been edited by a Square Moderator from the original: "Re: Is square payment down ?"

Does any body has any news when it will be up and runnng . I have three locations and I am loosing lots of business

[KiyleeKakes]

We are only accepting cash, cashapp or Venmo. It sucks having to turn people away and we have a small business 

[ggilmore]

Can someone from square provide the best workaround given the nature of the problem, which we are unsure of:

1. Take the iPad offline and wait to bring it online until square says it is fixed

2. Run all transactions through the online store if you have one

3. Put cards on file and just open tickets to be run with the card on file at a later time

4. Just take phone numbers and text a link to pay later (risky but people are generally good and it is at least something)

[PartyManiaMD]

URGENT. Please do not try credit cards. Even if they are going through the transaction disappears after it's "approved".

They are NOT showing in offline mode or in our transaction history.

Please wait until Square tells us the issue is resolved.

Again, DO NOT TRY TO RUN CREDIT OR DEBIT CARDS BECAUSE THERE IS A CHANCE THEY WILL SAY "APPROVED" AND THEN DISAPPEAR.

I can't stress this enough, wait until Square gives the all clear on this issue before trying Credit cards.

I also have a lady that called saying her card was charged twice (pending) for an online order that we have no received. 

[twentysixcafe]

I am angry that Square did not notify us. This is not right.

[meros]

This is hurting us a lot. Customers leaving and loss around $1k already. Almost rush hour so more loss in sales is about to hit us.

[perkits]

I know this is not as important, but Loyalty seems to be acting weird now. Just had a customer earn 5 Stars for a total of 0 Stars

[nnngtntr]

Not my first time, but customer support shutting the phones down...?  That's a first ☹️  If we are keeping count, I'm down $1,600.  And I am unable to refund as well.

[twentysixcafe]

This is absolutely unacceptable and surely a violation of the ToS.

[ggilmore]

We are experiencing the problem but can report:

1. Square Online transactions are working

2. Virtual terminal transactions are working

The problem seems to be with charging from the POS/apps and I have no idea why those go through differently.  

[PartyManiaMD]

This may not be the case across the board. Our online transactions are not working and customers are seeing double authorizations when they try to place orders.

[perkits]

these where all in Offline mode

[twentysixcafe]

Same here. Twelve transactions for us, $121. Lost.

[Kassi_]

Thank you all for posting and keeping an eye on this thread about the ongoing issue with payments. Keep an eye on issquareup.com for all ongoing updates. 

Our engineers are working to get this resolved ASAP. 

[ymy72579]

it's been over 4 hours and still not fixed. ... WTF!!! HTFU!!

[twentysixcafe]

Thanks @Kassi_ . I can understand when Square won't take payments - but it's not acceptable for it to "appear" to have taken payment, and then not processed it.

Square did not notify us to "stop," continued to operate as if payments were processing normally, yet we had many "Declined" payments today.

This is not in line with our expectations, nor the ToS.

[kpollardsmith]

Updating:

Thought things fixed because I saw last offline transaction went through.

Now an hour later it's disappeared from the "Transaction" list, along with the other offline transactions earlier today. 

[duffymahoney]

Ours are all gone.  

[twentysixcafe]

Can you check the main Transactions list? Maybe it went through.

This will show problem transactions,

https://squareup.com/dashboard/sales/reports/transaction-status

But this one will show all transactions,

https://squareup.com/dashboard/sales/transactions

Can you check to see if your offlines now appear in the second report I've linked?

(Ours remain in "Declined" status on the first report. Losses today, feeling cheated by Square.)

[twentysixcafe]

Terrible. But did you check the main Transactions list? Maybe it went through.

This will show problem transactions,

https://squareup.com/dashboard/sales/reports/transaction-status

But this one will show all transactions,

https://squareup.com/dashboard/sales/transactions

Can you check to see if your offlines now appear in the second report I've linked?

(Ours remain in "Declined" status on the first report. Losses today, feeling cheated by Square.)

[Nscdoyun]

Same issue here, all afternoon for us. Offline payments are being declined  even after showing successful transaction, online payment do not go through at all and come up as declined.

Spoke to "customer success" member and was told that this was not a Square issue but the banks which we find hard to believe- as it was every transaction, every major card issuer that failed. Also was told that it is potentially our fault because we didn't call immediately after the first card declined.

Very frustrated and confused that this is Square's response.

[nnngtntr]

After our first decline, I immediately called Square (multiple times) ~3pm CST.  After going through all the standard prompts, the automated system said I either called outside of regular business hours, or Square was closed due to special circumstances...