Transfers suspended but can't upload invoice to prove transaction is genuine!

[Junction10]

I have a customer who paid by credit card last week and the card was declined a number of times. They called the bank who said the client needed to verify the transaction was genuine, which they did. They told them to wait 10 minutes and try again.
So I tried about ten minutes later, but it was still declined.  Then a couple of minutes later, the block was lifted and the transaction went through.

Today, I had an email from Square saying that the balance is suspended pending me verifying the transaction with a copy of an invoice and explaining why there were multiple attempts on this card..  I've answered all the questions, but it won't let me upload a copy of the invoice - it just continually pulses the 'progress bar' after I've chosen the file from my desktop.

It's impossible for me to complete the verification while I can't upload!  I've tried JPG, PDF, and PNG - it's only around 1mb in size..  Support aren't taking phone calls and email support is "24-48hrs" lead time.  Not happy.

[tranguyen]

Hi @Junction10, our website can sometimes encounters errors when trying to connect to your browser. Here are a few troubleshooting tips you can try:

• Make sure your browser is up to date.
• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome.

If none of these troubleshooting tips work, please give our Support team a call on 0800 - 098 8008, Mon-Fri, 9am-5pm and they will be able to assist you further with uploading the necessary documents.