"Square Pay Verification Code"?

[MeatsnFoods]

We've had two customers in the past few days tell us that while trying to place an order through our online shop they've gotten texts that say "Your Square Pay verification code is: XXXXXX". The order does not go through. I've been unable to replicate the problem. Any ideas?

[sayra]

Hey @MeatsnFoods - After researching this a little more, I was able to find this article that talks about a six-digit number that is sent to customers once they save and set up their personal information on your website. Do you know if this can be the case for your customers?

[SusanKnight]

I have had several customers approach me with this issue.  Here is what I think is happening.  When someone makes an online purchase the first time they are asked if they want their information stored for future yes, i.e. "opt in".  If they say "yes", the next time they go to make an online purchase they will be given a verification code to ensure it is them.  If a customer does this once they will not need to go through the verification process again.  If they do not realize they "opted in" when they are asked for the verification code they may not understand why. 

[AshleyK · Accepted solution]

@MeatsnFoods and @SusanKnight thanks so much for posting! I will try my best to explain this below:

When you order from any Square Online store, you have the option to “save my info for faster checkout.” Next time you go to any Square Online store, when you enter your e-mail address, the system recognizes that your billing info is saved and sends a code via text message to your phone. If you enter the code, all your saved info will be populated into the order. If you don’t enter the code, you can still proceed to enter all your info and check out as usual. 

If your customers ignore the verification code and enter all their info again and then check the box “save my info” again, they will get an error that their e-mail is already associated with an account.They should be able to check out normally if they skip the code and don’t check that box. 

I hope that makes sense, but please let me know if you have any other questions. 

[CurbsideCafe]

This has been a HUGE problem for me today.  None of my returning customers have been able to complete purchases.  Where exactly does the verification code go in checkout.  I haven't seen that part.  I looked at one of my customers phones today, and I could not see a place for it to go.  It just kept telling her that email already exists.  I would appreciate seeing the process, so I can get ahead of future problems.  Thanks....

[SusanKnight]

Square will ask for the code when your customers go to check out.  The code will be in the customer's inbox of the email address provided.  I tell my customers that it is very similar to the two step verification process used by the banks.  Remember to remind them that they only need to go through this process once -- the first time they try to use a saved account!  After that it is completely seamless!