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

[Lovewell]

@KeyMeister I see. I’m sorry I misunderstood. I am not familiar with cash app. We actually only have 1 customer that uses it when they do an online order. For our customers that use card it actually wouldn’t process their card. I see this is different with cash app and unfortunately I don’t have an answer for you. 
I do know square is still actively searching for what the cause of this outage was to be able to prevent it in the future. Although outages are not common, they do happen with every sort of payment terminal not exclusively with square. 
In the instance of an outage if your customer tried using cash app again it would still be unsuccessful. So even if they had enough money to try and perform the payment it would still be unsuccessful. 

so whether or not you had cash app enabled or disabled any card payments would either not process or they would process in offline mode but would be pending until the outage was over. 

[BlackSwan]

I can't find the thread from Monday, the one I did find was deleted.  I have several declined credit card transactions from Monday when Square was having issues.  They weren't declined at the time and everyone produced a receipt, but now, under transaction status report they were decline.  My question is how do I get those transactions to go through, recharge them?  I don't get the option in the report and need to capture that money.  I don't want to "eat" the inventory for something that wasn't my fault.  Any help would be appreciated.

[greensalmon]

I am wondering this as well! I had a few transactions that went through while being in 'Offline Mode' (something we use when our internet goes down or lose communication with Square) during this period. How are we as businesses to move forward with re-charging these cards so we don't lose product/compensation? Since this was not the fault of us as sellers, but a server side communication within Square's network?

[AshaTeaHouse]

We've been speaking with our Square Account Manager and unfortunately they take no responsibility for all failed payments. They told us that it was a systemwide outage between all major credit cards and processing companies, and not their fault. We had over $100 in failed payments taken during offline mode. They told us bluntly that they are not responsible.

[BlackSwan]

I got the same "Sucks to be You" response. Been using Square since 2014, guess it's time to start looking around.  I wonder what would happen if I gave them the same "network" issues when it's time to pay them. I don't understand how it wasn't a Square issue, but Network issue, meaning Visa, Mastercard and Discover when the Subway next door, didn't have an issue taking cards during the same timeframe.  Lesson learned!

[Candlestore]

Here is the problem and it was on Discover Cards for the most part.:

https://thehill.com/homenews/nexstar_media_wire/3846110-discover-customers-report-cards-being-declin... 

https://www.kron4.com/news/national/discover-customers-report-cards-being-declined-amid-technical-di... 

https://www.arlingtoncardinal.com/2023/02/discover-card-transactions-declined-phone-support-unavaila... 

https://www.ksnt.com/news/local-news/discover-card-not-working-heres-what-we-know/ 

https://www.centralillinoisproud.com/news/national/discover-customers-report-cards-being-declined-am... 

Offline terms:

https://squareup.com/help/us/en/article/7777-process-card-payments-with-offline-mode 

As per Squares users agreement when You operate your Credit Card in Off Line Mode you are responsible for losses not Square.  This is one Reason I do not use OFF line Mode.  The issue was mainly with Discover Cards and you may want to call Discover Card and ask about this.  Did any of you have your Customers Call Discover to see if their was an issue, or did you just assume it was with Square and go to off line mode.  I had a few customers Call Discover call and were told there was an issue.  My customers were mad at Discover and not me since their regular Banks Visa went through with no problem.