Accepting e gift cards

[Med2tammy1]

Customer paying with e gift card and it want go through on my end help

[TheRealChipA]

Hey @Med2tammy1.  Do you have any more information to give us to go on?  It won’t go through is not enough.  Are you getting an error message?  Are you scanning the barcode, or entering the card number manually?  Does the POS lock up?  Once we have an idea where to look, we might be able to help you.

[Med2tammy1]

I am entering in manual and then comes up says error  Thanks. I used to do it with no problem and now it quit working. Thanks 

[TheRealChipA]

Thanks.  Obviously if that is the entire error message “Error” then something very weird is going on.  It sounds like you might need to do the nuclear option on your POS.  For that, sign out of your account, delete the app and reinstall it.  This should clear out any ghosts in your POS sandbox when you sign back in.  Let us know if this works.

[Med2tammy1]

No didn’t change 

[TheRealChipA]

Hmmm.  Sounds like something weird is going on with your specific account. That is going to require a call to customer support so that they can replicate the problem and open a trouble ticket.  Good luck.

[Summer2024 · Accepted solution]

Hey there @Med2tammy1 ! 

Can you review your settings just to make sure everything is good to go as far as accepting virtual gift cards? Sometimes settings can get changed which can cause errors. The most important setting to check is making sure you have Gift Cards toggled on as accepted payment types. 

To confirm your active payment types and check if you have enabled the Gift Card payment method, you can navigate to More > Settings > Checkout (on my app, this is listed above Hardware, and while it may appear slightly different on the register, Checkout will be listed on this first Settings page) > Payment types. On this page, your active payment types will be toggled ON.

Check to see whether Gift Card is toggled ON. A quick way to tell, is whether Gift Card is showing under Disabled Payment Types. If it is, toggle it ON. If it's already enabled, head back to your main Checkout page (not Settings).

Now, to charge an eGift card using the redemption code, follow the steps below:

1. Add items to your cart or enter a custom amount.

2. Tap Charge > Gift Cards.

3. Enter the 16 digit redemption code and tap Charge to select a payment card for the transaction.

4. Complete the payment flow.

If you're still unable to charge an eGift Card following the above steps, I recommend contacting our Support Team so that they can walk you through these steps on your Square Register. You'll have 24/7 access to phone support with this device, and you can reach out team on 1-855-700-6000 between 6 am - 6 pm, Pacific Time, Monday - Friday. 

I hope this will help.