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.

[ashc]

Hey @MMHDCafe,

This is odd that you're not getting the same error on your end when you try to recreate the issue.

It sounds to me like it could be customer error but I'm wondering if they saved their information for a quicker checkout and that's the message they're getting that states the number is invalid.

I'm leaning more towards customer error though since you're able to do it without any issues. 

[Loco2670]

Sorry this us definitely not a "customer issue" exactly the same thing has happened to my customers.  This situation needs to be addressed immediately! Your programmer team needs to stop passing the buck take responsibility and fix the issue 

[Mieke-Lily]

Any more movement on this?   We are looking to switch from Shopify to Square Online but when we do test checkouts we keep getting the Invalid Phone Number message.   With two physical stores, it would be really nice to move our online inventory in line with our stores.  Hoping this can be resolved.  

[_Violet]

Hi @Mieke-Lily - I'm sorry to hear that this issue with your Square Online Store has brought you to the Seller Community 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account with you, which we aren't able to do via the Seller Community. For this type of issue, I suggest that you get in touch with our Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[Kalejen]

I am experiencing the exact same problem with multiple customers as well as a fulfillment error when no fulfillment problem exists. It seems to be random as I did a test order myself and had no issues. This has been an ongoing problem however for the last year and can be when an order is placed for shipping, pickup or delivery.  Can someone please shed some light, I'm lucky to have extremely loyal customers who contact me for help but cannot imagine how many sales I've lost from people who get frustrated 

[Willar]

I am still experiencing this same issue as well. not every customer goes out of their way to let us know something is wrong, looking at our bounce rates, it is definitely happening during the checkout process. This needs to be addressed sooner than later as its clear this problem has been ongoing for over a year now. It affects the livelyhood of every small business owner running their website on your platform. 

Apart from this bug, the site is also very sluggish, the load times are atrocious and the user experience for inventory management from adding a product to making it live on the website is inefficient. It takes 10 steps to do a 3 step job.

[Kalejen]

You hit the nail on the head 100% on both issues. I recently just had to ad new sku's for my holiday lineup and the amount of both wait time time for the system to catch up as well as the number of steps is ridiculous.  Not sure if anyone else is having another new issue that just started but I can't seem to edit the pics on the event portion anymore either. I am seriously considering moving my site at this point

[Evgueni]

I have the same problem, the customer service is absolutely useless. Multiple reports of this problem. One of my customers can't make a purchase for the last 6 weeks, but he has no problems to pay over the invoices. Seriously thinking of moving my website somewhere else.

[SN-Outfitters]

The last two people I was able to physically talk to that tried to purchase through my online store indicated their number was invalid upon entry when trying to purchase items from my store.

[Arie]

Heya @SN-Outfitters 👋
 

I'm sorry to hear about the trouble with your customer's phone numbers. Can you ask them to try entering zeros instead of their number and let us know how you go? Additionally, are these orders placed for shipping, or pick up/ delivery orders? I'll keep an eye out for your reply!

[Evgueni]

I was on the phone with one of my customers a few days ago when the "Phone Number Invalid" error was coming.

He cleared the cookies but the error was still coming. He has tried to use different phone numbers (including mine, which is working fine if I try to place the order). 10 min after hanging up the phone the order went through.

On my question what did he do to make it work, he said that he kept pushing the button unstop until it went through.

After spending 30 minutes on the phone again with the square, I was told that this is a known problem with Canadian phone numbers.

The only problem was, that my customer was from Phoenix Arizona.

The case was created for engineers again, a few days passed already. Probably as in previous times, nobody is going to respond and my problems are my problems. Very unhappy.

[MayaP]

Hey @Evgueni  I certainly understand your frustration and am sorry you had to experience this with your customer. I did reach out to our support team which confirmed it was an issue but our engineers addressed it and a fix was issued yesterday, They did some testing and are not experiencing the issue as well. Are you still? 

[Evgueni]

Hi Mayap,

I can not confirm or deny, Normally I'll get an email or phone call every second day from someone who is not able to complete a purchase. 

Next week, i guess we will find out.

[MayaP]

Thanks for letting me know @Evgueni, I am sorry this is still happening. I will check back with the team on this and see what we can do. 

[Evgueni]

Yesterday I got reports of the same problem

NOT FIXED

[MayaP]

I appreciate your patience, our team is working on a fix and it should be available later this week. I will follow up once I have an update @Evgueni. 

[Evgueni]

Quick update.

Yesterday I have emailed the  instructions to the same customer on how to clear cookies in the Chrome browser.

This morning this customer was able to make the online order for the first time in 2-3 months.  

Looks like the bug has something to do with the cookies. 

[MayaP]

I am glad your customer was able to make a purchase! If this happens again feel free to reach back out. @Evgueni 

[Evgueni]

This morning, the same customer wasn't able to complete the purchase.

The same issue AGAIN

The customer service is USELESS
All my phone calls ended up with a CASE NUMBER.

NO ONE EVER called me back from square to follow up on the OPEN CASE.

I got enough of this BS.

I don't think the square is capable of fixing anything.

I'm done!

[MayaP]

Hey there @Evgueni I completely understand your concern and understand you need to do what is best for business. My team has confirmed they are working on a fix to finally address this issue but it won't be available till next week. I know this isn't easy and greatly appreciate your patience as our team works to resolve this.