Payment Link

[BlueRose21]

The latest payment link I've sent comes up with this error message - never happened before:

This site can't provide a secure connection

checkout.square.site sent an invalid response

[k_atie]

Hey @BlueRose21, thanks for your post and welcome to the Community!

Can you share the payment link here so I can take a further look on my end? Thanks!

[BlueRose21]

Hi,

Thanks - here's the link

https://square.link/u/DDix5yFK

[k_atie]

Hi again @BlueRose21, thanks for providing that link I just clicked on it and the error message didn't appear for me. When exactly does it appear? When the link is clocked on? When the customer enters their card details? Is it possible to share a screenshot of the error message? 

Thanks!

[BlueRose21]

Hi,

This is the error msg...it comes up when the link is first clicked on...

 

[k_atie]

Thank you for that screenshot, @BlueRose21. That does seem odd, considering it's working on my end. I can see that you are trying to access the link through your phone. Have you tried opening the link on a laptop, by any chance? Have you tried using a different browser app, such as Google Chrome or Safari? Additionally, I'd recommend running through Browser Troubleshooting steps, as it could be down to a browser issue. 

Let me know how you get on with the above.

[BlueRose21]

Hi,

I've switched to Chrome, checked that Cookies are allowed, cleared the cache - still not working...

[BlueRose21]

Also not working from my laptop.

[BlueRose21]

Payment links were working fine on Tuesday. What should I do??

[k_atie]

Thanks for confirming that information and for trying those troubleshooting steps, @BlueRose21. I may need to escalate this to our teams internally so they can take a closer look at the backend to determine what is causing this issue. Just before I do that, can you confirm who your network provider is and if it is a strong network connection? Thanks!

[BlueRose21]

Yes, a strong connection with Virgin Media.

[k_atie]

Perfect thank you @BlueRose21. I'll escalate your case and get back to you as soon as I have more information to share with you. 

[BlueRose21]

Thank you

[Ki_AH]

I have had the same issue recently. Payment links suddenly stopped working for customers that have been using them for months and I wasn't able to see them myself (same error message as you).

In the end, we had to turn off a security/virus detection setting on our Virgin app to allow me to access the payment links, which is now working on my end but don't really want to give that advice to customers. A customer was able to access the link last night but it was because they were on 4G so it seems like it's something to do with internet providers suddenly detecting the links as a possible threat. We are with Virgin but another customer who had a problem is with Sky.

Not sure what's changed but hoping it's something that Square can sort because I can't advise my customers to turn off their security settings just to access my links.

[k_atie]

Hey both @BlueRose21 and @Ki_AH, really sorry that you are both experiencing this issue. I've just gotten word back from our team who was investigating this for you. 

Since we are unable to replicate the issue on our end, it is likely that the issue is coming from your internet provider. If you do manage to get in touch with them and they are unable to find a solution to this, let me know. I'll re-escalate to our teams to take another look.

[Ki_AH]

And is that what I should be telling my customers to do? Get in touch with their internet providers. Seems very inconvenient for them, especially when these links previously worked fine for them. Something must have changed with Square (security certificates or similar) that has caused different internet providers to not accept these links anymore. I’d prefer to find alternative ways for customers to pay than have to inconvenience them.

[k_atie]

I hear your frustration, @Ki_AH. I may escalate this again to ask our team to double-check if there is something amiss in the back end of our system. Can you provide a checkout link of yours that isn't behaving as expected, please? I'll pass it over to our team.

[Ki_AH]

https://square.link/u/fxxJKGYm 

[Ki_AH]

If it helps at all I sent a payment link on the 14th December with no issue and the 16th was when the problem started.

[k_atie]

Thank you both for your replies. We have our specialist teams on the case now. @Ki_AH can you provide a screenshot of the error message that appears when you try to put through a transaction of that checkout link, please? My team needs it for the investigation. Thank you.

[Ki_AH1]

I'm not sure what has happened to my seller community account but it has made me create a new username when I clicked on the link in my email. Couldn't find a way of logging in with my previous username so not sure what's going on there as well.