Card reader beeping positively but payment not being taken

[St_eia]

Hi,

Our card reader has started to beep as if payment is taken but no payment gets taken. The card isn't declined, just nothing happens.

We then have to go back and re take the payment. This isn't great as some customers think we have taken twice, and explaining each time is a real pain.

Have tried un pairing and re pairing device already.

Does anybody have any experience with this?

[Breffni · Accepted solution]

Thanks for getting in touch with support - we have published a status page live for this issue that you can follow for updates, along with this thread. 

We understand the significance of seamless payment processing and apologize for any inconvenience caused.

[Theredlionek]

Hi we are experiencing the same issues i reported to support today and they have run through some procedures to correct it but we wont be able to try these till later so for they have asked us to restart the stand and then to navigate to the iso settings and make sure that the allow accessories while locked is ticked, we have done this and we are awaiting to see if this correct

[Breffni]

Hi @St_eia and @Theredlionek, thank you both for flagging this!

That does sound strange and I can definitely understand that this is not a good experience for your customers.

I haven't heard of any other cases of this. When you hear the beep initially do you see the green lights flash too? 

I would suggest running through all of the troubleshooting steps listed here one more time and if the issue persists and your Reader is less than two years old, please file a warranty claim here so that we can get a new one sent out to you ASAP. 

Let me know if there are any questions. 

[Theredlionek]

Thanks I have spoken directly with the support team last night an a new unit is being despatched to me, they tried trouble shooting it and they beleive the unit to be fault it seems it is the stand is disconnecting for a fraction of a second when going to request payment and they beleive this to be a hardware issue,

nothing else has changed so I can understand it being the hardware thanks 

[The_Sun_Inn]

@St_eia @Theredlionek @Breffni We are having the same issue on our 2 Square stands 2nd Generation, we have noticed that when you press CONTINUE if the light around the contactless area does not illuminate instantly then the payment fails as mentioned above, we then have to go back out and back in, the light will then come straight on and payment is accepted! Seems that it is a problem in the software rather than the hardware!

[Theredlionek]

Our system is still playing up and is becoming annoying every other payment is having to go back to then retake the payment this really needs addressing by square as it is obviously an issue on there side 

[St_eia]

We are also still having the same issue. I have messaged Square now twice on square@help-messaging.squareup.com  but had no response whatsoever. 

If somebody from square is monitoring these forums can I please have a response and a resolution to this issue?

[Breffni]

Thanks for letting us know @St_eia @The_Sun_Inn @Theredlionek I'm sorry to hear this is ongoing. 

I am seeing your messages and it does look like there is an underlying issue here, so I apologise for the inconvenience. In this case, I will have to ask you to continue to work with our support team in order to get our engineers to take a look at this. In order to file a ticket we needed detailed troubleshooting steps and videos of the issue which I can't get here in the Community, unfortunately. 

Our team should respond within 48 hours to any emails or you can call us or contact our messaging team here. 

[Breffni · Accepted solution]

Thanks for getting in touch with support - we have published a status page live for this issue that you can follow for updates, along with this thread. 

We understand the significance of seamless payment processing and apologize for any inconvenience caused.

[St_eia]

Thanks for the link and we appreciate that the tech people are on it. We are really hoping this is resolved quickly.

We are aware of the fact that the second attempt at payment is successful, however this is not a satisfactory fix even in the interim. 
At this stage we have already lost both time, and most importantly our customers trust in the payment. It is an acutely embarrassing situation for us. 
With this in mind I’d argue that square are not providing the service we are being charged for and that from the date of us raising the ticket until the issue is fixed, as a minimum compensation, transaction fees should be waived.

Regards

Mark

[St_eia]

Hello,

 You are no longer providing the service that I am paying for. 

We have taken many payments now, paying you fees, but only after our customers have been let down by the process and we have lost their trust. 

We do require Square to compensate us for this. 

[Breffni]

Hi @St_eia, I understand your frustration and concerns here. As mentioned, we have limited scope and access to your account here on the Community, you will need to contact support for any queries relating to compensation, thanks for your understanding. 

[Breffni · Accepted solution]

Hi @St_eia @Theredlionek @ArronM @The_Sun_Inn 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). Please 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. 

[The_Sun_Inn]

@Breffni When will this be rolled out to Restaurant App as that's we are using?

[Theredlionek]

It’s avalible now for the restaurant app as we have upgraded it manually as soon as it went on, so far so good issue seems to have disappeared.

go to your App Store and search for the app and go on it and it should say upgrade that’s what happened for us and it works so far thanks 

[k_atie]

Hey @The_Sun_Inn, our engineers confirmed this issue should be resolved on all verticals. Can you confirm that you were able to update the Restaurants app to see if that resolved the issue? If not, I can take another look at this issue on my end. 

[The_Sun_Inn]

Hi, yes I found the update and all worked great yesterday. Thank you 😊 

[k_atie]

That's great to hear, thanks for letting me know @The_Sun_Inn. Let me know if there is anything else I can do for you 😊

[ArronM]

Hi we are also having the same issues on 2 of our stands running the restaurants app with 4 separate square readers connected. ITs verr intermittent i'd say 1 in 10 payments roughly have an issue  

[Breffni]

Just looping back here @The_Sun_Inn @St_eia @ArronM @Theredlionek. I have located a ticket and our engineering is investigating this issue. I would still encourage each of you to contact support if you haven't done so already so that 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.

However, I will keep an eye on it and make you all aware of any updates here too, thanks for bearing with us. 

[Theredlionek]

I have just put in a call to support and they have advised to reinstall the app and restart the iPad, I mentioned what has been asked to do in this chat by breffni and they did not seem to know what I was talking about and could not help other than those tips above,

we now it’s not hardware it is soft ware I will do what has been asked again