Square register freezing during split

[chunky2341]

Hi when we try to split by even amounts on our square register and someone’s card declines the register freezes up and we have to restart it. We also loose all of the payments made in the split but it still shows up on a customers bank statement. Is there anyway to fix it.

[lawnbrook]

@chunky2341 ,

One thing I would check is the card in question. Square doesn't support non chip EFTPOS cards (as aposed to debut cards). If the customer tries to swipe a non chip EFTPOS card this currently seems to crash out register.

Regards,

[Laurie_]

Thanks for sharing this tip, @lawnbrook! 🙏

In addition to ensuring you are only processing Accepted Cards, @chunky2341, it's important to note that a split tender payment isn’t complete until the entire amount of the sale has been processed and there’s no remaining balance.

If your split tender payment is interrupted, payments may show on your customers' bank statement as pending charges but these will eventually drop off within a few business days at the latest. If you are noticing that your system is crashing regularly when processing a split tender payment, we would first suggest ensuring your software is up to date.

You can do this by following these steps:

1. From the navigation bar at the bottom of your screen, tap More > Settings > Hardware.
2. Tap Hardware > General > About Register > Software Update.
3. If an update is available, confirm Install Now.

Note: Software updates typically take around 20 minutes to complete but may take up to one hour.

If the issue persists and you have up-to-date software, the next step would be to reach out directly to our Support Team at 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time) for further support.