Customer getting a "Phone Number Invalid" message at checkout?

[MMHDCafe]

A customer has stated, on multiple occasions, that when she enters her phone number in, a message pops up that reads "phone invalid" or "phone in system already". It won't let her past that screen. She has also stated that if she can get around that screen, after entering in her payment information, a message will pop up that says "payment cannot be verified." If I process her payment through the phone using the same online checkout, I do not experience any issues. Thoughts are appreciated.

[MayaP]

Hello @Loco2670 I am sorry you are having issues as well and understand this needs to be resolved immediately. Please see my response to Evgueni above. As soon as I have an update I will reach back out here. Thank you so much for sticking with us while we address this.    

[cbfw22]

I am having the SAME issue. I can recreate it on my computer. I cleared the cookies and still the phone number invalid screen. Please resolve. 

[JJ_]

Hello there @cbfw22 

When you have a moment I recommend reaching out to our Square Online team. I have left a note in your account, so they know the situation and escalate this accordingly. Keep in mind that they will need similar details to the ones that other Sellers have requested here. 

You can give us a call at 80800 - 098 8008, from Monday to Friday, 9 AM - 5 PM, British Time.

You can also get in touch with our Messaging and Email Support Teams http://squ.re/contactsqsupport.

[Loco2670]

This is becoming very concerning as it seems to be random and have zero pattern. This absolutely needs to be fixed. Imagine the customers who don't bother to reach out and simply abandon their carts!

[MayaP]

Hey @Evgueni @Loco2670 our engineers are asking do you timestamp they can reference for when the issue happened. 

[Evgueni]

Hi Maya,

The majority of the problems would be reported over the phone.

I can only rely on the emails received from customers with screenshots (no PC time on the screenshot).
The last two emails received:
Eastern Time (ET) UTC-5
Sep 19, 2023, 1:09 PM
Sep 22, 2023, 11:48 AM

I don't think that you will find any records in the error log file, because it appears as a "javascript" form-validation error, which is considered to be an input error.

If I have to guess, the problem is probably in how you store and pass variables in a new session. The cookie has something to do here as well.

You can probably find the IP address of the customer who paid invoice #1265.
This IP probably will lead you to the log file errors (if exist)

[Loco2670]

Same customers call or text me that they cannot complete checkout, and I'm darn lucky to have loyal customers who take the time to contact Mr but I cannot imagine the number of lost sales from those who haven't bothered

[Evgueni]

I'm in the same situation. 

[Loco2670]

The other situation my customers occur happened last week again! If they don't select the correct mode of either "shipping" "pickup" or "local delivery" and try to toggle back when they get to the end the system will not finalize the order.  Even if they empty their cart and start over it will not complete the order. There is no error message it just sits there on that last screen before order confirmation.  

[MayaP]

Hey @Loco2670 @Evgueni   It’s truly important for us to resolve this matter immediately. I want to emphasize that we understand this isn’t a customer issue. However, for our engineers to effectively investigate and resolve this, they require additional information. Specifically, they need a rough estimation of the time and date when this error first appeared, as well as the phone numbers or email addresses used during the checkout process. I greatly appreciate your patience and willingness to work with us. 

[The7thcolumn]

The issue was occuring today at 2033hrs EST 13OCT2023. I had to unpublish and re publish my website to resolve the issue as Square has advised me to do during the last 3 times this has occured.

I want to point out that it seems to only ever affect +1 US and +1 CAD numbers bout other countries. It almost seems like Squares DB admins are importing a list of valid phone numbers once every 2 weeks on a Thursday and the +1 Canadian numbers conflict/overwrite or allocate with the +1 US numbers.

Customers can place their orders if they toggle the +1 Canadian to +1 US then back to +1 Canadian and the same but in the inverse for Americans. To have to instruct buyers to do this, or to enter all zeros is a absurd.

We need to have the option to not require the mandatory collection of phone numbers until this is resolved...

[RobynR]

Hey @The7thcolumn,

Thank you for sharing your feedback with us. Our Product Team keeps an eye on this forum as they are constantly improving our products based on feedback like this.

I appreciate your time and patience. If you have any other questions, please let us know.

[The7thcolumn]

I can confirm as of 1831hrs 15OCT2023 the issue has occurred again. 

I have come up with a reliable way to reproduce the issue. 

- Open your affected square site in your browser (even a private session to rule out other testing).

- Add a item to the cart and enter the cart checkout.

- Type in a valid phone number or use the auto-populate of a saved number

- Type in a valid email, no need to enter payment info for this test

- Click 'Place Order' , immediately the +1 Canadian is viewed as 'invalid'

- Swapping the phone number to a +1 United States Number validates the Canadian Phone number, that should not happen.

This is costing our store money, and be virtue Square money as they are losing payment fees on sales. 

[RobynR]

Hey @The7thcolumn & @Mieke-Lily.

I understand that this can be frustrating, but it can be challenging to determine the exact issue without the ability to examine your account in real time.

Please review the "Best Answer" provided by _Violet above. 

Let me know if I can assist you with anything else. 

[The7thcolumn]

Square Support for 'Square Online' is not available on weekends so reaching out directly to them has no effect on getting this resolved in regards to lost sales over the weekend. 

[Mieke-Lily]

Geez… hope this gets solved.  We just finished updating our 1100 products and variants to switch away from Shopify so it could be omni-channel with our two brick and mortar stores.  
  In test checkouts I kept getting this issue too.  Makes me worried to switch. Wish this simple issue would get taken care of.  It doesn’t need to be a cell that validates the number.  Shippers need phone numbers but I’d rather deal with an incorrect number then a missed sell.  

[The7thcolumn]

@Mieke-Lily @Call square after 9am EST and ask to be transferred to the Weebly Support Team (Square Online) to report the issue. 

They are currently trying to collect other users who are having this issue in order to start working on it.

[807Boutique]

As a CUSTOMER of someone who uses a Square website, I have been experiencing this issue for months. I normally would email them and they'd send me an invoice. I have tried clearing the browser history, using different types of browsers, using different phone numbers and finally today the only thing that worked was to change the "+1 Canada" to "+1 United States" even though I am in Canada and have a Canadian phone number.

Get it together Square - do you think an e-commerce site like Shopify has issues like this for this long?! Nope. Listen to your customers or you're going to be losing them.

[Evgueni]

I used to call Square trying to resolve the issues, every time I will hit the wall. A ticket will be created with no follow ups. Never heard back from the Square back, never.

One of the "new" (last 4 months) problems is the refund error in the chrome browser. Doesn't work on any PC computer at my two locations (different computers). Will work fine in firefox.

[DailyCultureBet]

I can consistently get a phone number invalid error using the API explorer on the Square developer site.  
[Redacted] is the valid phone number that is not working for me.
https://developer.squareup.com/explorer/square/checkout-api/create-payment-link 

[tbianchino]

same issue now over a year later. no one seems to know anything about it. We process appx $80,000 / month in credit cards and have pulled our processing 2 years ago because of issues like this. guess it's time to pull this little site too. Stripe, here I come!