Authorization On Square Stand Requires 2 attempts.....

[MountainHouse]

Since the last update for Square for Retail on the iPad stand came through late last week, all of our transactions paid by credit card are taking two attempts. This is also occurring on Restaurant on the Square Stand. If the client uses a chip card the screen gets stuck indefinitely on "Preparing Payment", if the client uses tap to pay, apple pay or google pay, the green light turns off on the reader, and nothing at all happens on the screen. In both cases we must cancel the sale and try again. It always goes through on the second try. We have done all the obvious, checked for updates, terminated the app, hard reset the iPad, nothing makes any difference. I have called support and reported this and nothing has changed, nor has issquareup.com been updated to report a known issue. This is beyond ridiculous at this point and its frustrating customers as they are worried they will be charged twice. Would someone please acknowledge this issue and get it fixed! Thanks! 🙂

[_Violet · Accepted solution]

Hi there, @MountainHouse @Candlestore @SuperiorImages @Hello-PS-SF and any others who may be experiencing this issue.

If you haven't already, please reach out to our Support Team directly by logging into your Square account and heading here. Although I am happy to help if and when I can, these types of technical issues are owned by our Support Team until resolution.  They can add you to a support ticket and watch for updates on it from our engineering team on the ticket itself. Along the way, the support advocate(s) you are working with should be providing you with any significant updates they receive.

Rest assured, our engineers are aware of this issue and are currently working towards a solution. I do apologize for the inconvenience, as I realize this is disruptive to your checkout flow 😓 I'll let you know if I get word of this issue being resolved. We appreciate your patience and understanding in the meantime 🙏

[_Violet · Accepted solution]

Hello friends 👋 I have an update to provide:

Our engineers are still investigating this issue but we now have a post on issquareup.com that you can follow along with for updates. (@Candlestore  I know you mentioned the issue that was posted yesterday on Apple Pay but this was a separate issue that has now been resolved for Apple Pay only.)

We will be posting updates on the dip/tap payments requiring two attempts issue as we receive them on issquareup.com so be sure to keep a close eye there 👁 I can come back here to provide anything significant once I hear it 🙂

Again, I greatly appreciate your patience🙏❤ I know this is a frustrating one!

cc: @MountainHouse @SuperiorImages @Hello-PS-SF

[Candlestore]

@MountainHouse ;

I went to Update my Square Stand, I was on version 6.15 (6150013) and after update I got to 6.15.1 (61510001).

So I am not able to get version 6.16.  Still waiting for a CC sale also.  But I warn ppl this may take 2 tries so now my CC sales are also dropping. 

[Candlestore]

Update:

6.15.1 (6150001) still has to have chip dipped 2 times.    Still waiting for a Tap to pay.

[MountainHouse]

I would force an update in the App Store. 6.16 was released 20 hours ago. 

[Candlestore]

@MountainHouse ;

I went to the Apple App Store, searched for Square for Retail...... no Update just Open button for that App.  I am an android guy so I may have done something wrong.  So in about 20 min My Apple guru will be out of middle school to help me out and will try again    lol

[mumsflowers]

We are also having the same issue ever since the we updated our retail app for square - the transaction has to be reset after the first attempt for the customer to pay successfully. Super awkward and frustrating for a business! We have uninstalled and reinstalled square, bought a new chip reader, unplugged everything and reset all out hardware, etc. the only thing I can do to make it seem seamless for our customer is to hit the payment button, quickly exit out of it and hit the payment button again before indicating it is ready for payment. Extremely inconvenient for a business to operate with no foreseeable end in sight!

[MountainHouse]

If you haven’t called tech support please do. We need to get them to do something about this. It’s been 2 weeks now with no resolution. 

[mumsflowers]

I did reach out to them as well! 

[MBL-Jacky]

We've been having the same issue for the past 2 weeks with no solution as well. Waiting for a fix so that I we don't have to explain to every client about the issue.

[_Violet · Accepted solution]

Hello friends 👋 I have an update to provide:

Our engineers are still investigating this issue but we now have a post on issquareup.com that you can follow along with for updates. (@Candlestore  I know you mentioned the issue that was posted yesterday on Apple Pay but this was a separate issue that has now been resolved for Apple Pay only.)

We will be posting updates on the dip/tap payments requiring two attempts issue as we receive them on issquareup.com so be sure to keep a close eye there 👁 I can come back here to provide anything significant once I hear it 🙂

Again, I greatly appreciate your patience🙏❤ I know this is a frustrating one!

cc: @MountainHouse @SuperiorImages @Hello-PS-SF

[Candlestore]

@_Violet ;

Yes sorry I do not have Apple Phones just my Apple Ipad in my Square Stand.  Thought the mention of Apple Pay was short for meaning taking payments with Square on Apple Devices.  

[JJ_ · Accepted solution]

Our engineers have released a fix to address the disruption affecting Tap and Chip payments in iOS and iPadOS devices. This fix is included in the latest version of Square Point of Sale (version 6.16.1). Affected Sellers can update manually by visiting the AppStore > search for Square Point of Sale and lastly tap Update. We will continue to monitor the progress of this fix. Please do report back if the problem persists. 

[Candlestore]

@JJ_ ;  I was away pickup up an order today but before I left I update to 6.16.1 and told my wife I did so that it was suppose to fix the 2 times to process a Credit Card.   When I returned I asked her if the Update made a difference, She said YES, this update seemed to fix it to the way it was before 6.14...... Customer told to tap and processed card 1st time and same for inserting the chip.   She was happy, when she happy I happy.  😄

[JJ_]

I'm so happy to hear this @Candlestore 🎉 ✨