Square placing large temporary holds on cards when using preauthorization

[beerslinger]

We use Square POS in our bar, and we recently starting using the pre-authorization capability.  However, now we're fielding a large number of angry calls from customers due to large holds being placed on their cards.  We set out pre-authorization at $16, but in some cases Square is placing holds of up to $90.  There doesn't seem to be any consistency, either.  For some, it's one large hold that's pending.  For others, there's up to three charges (the actual correct amount and two others).  Anyone else having this problem?  Phone support was useless.  The rep didn't even know what pre-authorization was...

[TheRealChipA]

Hey @beerslinger.  This definitely sounds like a bug.  Though I wasn’t actively involved in the beta for this when it was introduced to the Restaurants POS, I was in that group for other changes and don’t remember seeing anything about this issue.  I’m wondering if there is something odd going on in your account (or settings) that might be causing this, so I’m going to tag a few community moderators in hopes that one of them can connect with you to investigate.  Good luck!  

@_Violet @JJ_ @Summer2024 @MayaP @RobynR 

[Enology]

Same problem happening here. $117 dollar hold on a bar tab?

[Enology]

Same problem. Angry customers seeing large holds. Last night, customer spent $168 but called this morning with the $168 plus a $117 charge showing on his card. This has happened several times. This being the biggest.

[TheRealChipA]

@Enology.  To clarify, is your topic the same as the original poster’s — that you are having a problem with subscription holds?  It seems you are referring to bar tabs, the new feature in Square for Restaurants.  But I want to be sure since this post is not on that topic, but rather is on the subject of holds for the Square Subscriptions product.  Thanks for the clarification.  I’ve notified a few Square Moderators (just now) that this thread needs an answer or follow up.  Your clarification will ensure they give you the correct answer/advice.

[frances_a]

Hey @Enology 👋

If you’re experiencing the same issue and are also part of bar tabs pre-auth beta, this thread will have more info on what’s happening!

If you’re experiencing a different issue + not part of the beta, can you give me a bit more info on what customers are seeing/where this is happening (hardware: own phone/tablet, Square Terminal or Register and software: Restaurants, Point-of-sale, etc)? 

Thank you! 

[Enology]

We are using square for restaurants. We use the pre-authorization for customers to start a tab (mostly drink sales). The customers are getting large holds on their accounts that are not dropping for

several days.