error

[AWAKENUPCYCLING]

today I made a transition for $46 I receive the confirmation the thanks message .....when I reopen the app ready to charge my next costumer I see a message say ERROR .....an exception the payment didn't went through.......I try to contact costumer sevice ...they have nothing in record.....how is this possible if I see the message send it from square say error and previously to the that I see the thank you message ?now they tell me there is nothing on record not even the error.......this sound like square what to avoid any responsability should be at list the record of the avoid transation but nothing.....they kip me over on hour back and forth on chat change 4 agent ask me for my name and email over and over without give me any detail about the error almost like this transaction never occurred I find this totally unprofessional .I JUST happy the transition was only $46 but find really disturbing the avoidance .Is someone went through the same?

[_Violet · Accepted solution]

Hello @AWAKENUPCYCLING and thank you for your post. My name is Violet and I'm one of the Moderators here in the Square Community. I'm sorry to hear about the issue with this transaction, as well as your experience with our support team.

While I can't take a look into the payment, here in the Community, I can certainly offer some general information. I suggest reviewing the troubleshooting steps for failed payments in this support article. 

If you’ve tried all of the above steps and are still having trouble, you can also send a diagnostic report to our Engineering team, which our support team can attach to a ticket. Our engineering team will need to take a closer look at your specific device. The quickest way for them to do that is to look at your device’s diagnostic report. Diagnostic reports contain essential logs that will help us diagnose and resolve issues faster.

To submit a diagnostic report from your device:

1. Sign in to the Square POS app on your device.
2. Tap ≡ More > Support > Troubleshooting.
3. Tap Upload Support Ledger.
4. Tap Send Diagnostic Report.

I hope this information is helpful but please do let me know if you have any additional questions.