Re: SLOW CARD PROCESSING - Page 2

SWCMD · Monday

we have two registers,

both Square for Retail

Version: 6.55

Register details

OS version5.51.0076ModelSquare Register (1st Gen, v2)

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Example one: $10 cash transaction, no delays, cash draw opens instantly and the receipt option screen shows on both sides.

Example two: $10 total, "split payments types" customer wants to pay $4 cash, $6 card. We hit "split payments", enter $4, then hit tender / $4 button, cash draw opens instantly, balance of $6 showing, customer then does tap, or inserts card, instantly approval no delay.

Example three: $10 total, card payment only. Customers does tap or inserts card. Then shows "remove card" quickly only on customer's screen, and the processing logo still shows on both screens. There is also a "blink" on the customer's display side, and then after 7-10 seconds the receipt options screen appears. See video which I uploaded 7months ago

https://www.youtube.com/shorts/VLnpR6eXWeU

I will upload 2 videos again tomorrow showing example 2 and example 3.

I don't think this is internet related as cards are approved instantly in example 2

Atypical

I contacted support and emailed them an explanation, including my videos. I'm dumbfounded by how this keeps happening, and it's clear it's not a user issue, yet here we are again. Someone can simply reach out to the engineer(s) involved last time and ring their bell for a quick fix instead of starting all over again with the red tape. Someone there has to know what causes this, and what fixed it before, and the same can be done now if this was properly escalated. I'm very disappointed.

The other time this happened I left Square for another processor after constant back-and-forth, with no fix in sight. Unfortunately, that didn't work out as planned, so I returned to Square this year. For months everything worked great as it did before the initial occurrence, and we received frequent compliments on fast processing speeds from customers, then right before the holidays we're about to get hit again with massive inefficiencies and lost sales due to no fault of our own. Thanks, Square! Please.....Get this escalated. It appears as if the engineer you contacted is winding down for the day or was not in the loop when this happened before, or he or she would know not to send us on a wild goose chase with your 'support'.

MayaP

I am sorry about the runaround. After some pushback, I was able to get a ticket escalated for you. Be on the lookout for an email from our support application team.

Thank you for all your patience!

Atypical

Maya, this appears fixed for me this morning. When I came in today I noticed the register updated, and based upon 2 tests, the issue is resolved again. It's hopefully going to stay that way, but it's a slow day and it may take a while to get some actual sales.

I greatly appreciate all of your support, and I'm serious about Zelling you $100 for a nice lunch. Just shoot me your email if you're able to. 🙂

I do hope that Square has a clear understanding of the root cause, and Square can be better prepared, and monitor your systems in the future to prevent these slowdowns before they occur.

SWCMD

I have just emailed the support team, have very little hope of getting a decent meaningful response other then "perform factory reset" or "its your internet"

I have also copied the retail account manager which we have been assigned, so hopefully she can push from her end too....

Will post back any comments I get from them which I think will be helpful.

MayaP

I appreciate all your effort! I am sorry about the inconvenience. I am going to escalate this again. Can you confirm the serial numbers for both registers? I will need the numbers for the main display and customer display. Thank you!

SWCMD

Following up with 2 new videos, please watch to see the difference in how cards are processed.

Example 1: card transaction

https://drive.google.com/file/d/1Ms9Ed-ymZ8qUt8PNozTuH-A_1GaofcqM/view?usp=sharing

vs

Example 2: cash then card transaction, split payment

https://drive.google.com/file/d/1ttixTxiHVIgpbl5lx8Ly2LY6xF8_NOw7/view?usp=sharing

By comparing the two videos, there is clearly something wrong.

This has also been sent to Square Customer Support via email too.

MayaP

UPDATE!

I appreciate all the feedback and will be happy to escalate this again. I want to be clear since there is a lot of information required for filing tickets. For that reason, I think it best to move some of these conversations to direct message.

Thank you!

SWCMD

How do we send direct messages?

Atypical

As of this morning, 11/12, I'm on version 6.56w and the issue is gone. I just tested 2 transactions, and both were quick. I tested one on WiFi, and the other over Ethernet. Yay!

SWCMD

one of our registers says 6.56SW and the other says 6.55SW....

and both machines are "up to date" with software, when we hit the "check update button"

Atypical

I don't know if I misread this AM or what, but it's 6.56sw on mine. I've had some sales, but unfortunately all cash. I believe the issue, at least for me, is resolved for now. That's based solely on my tests this morning when I got in, as I've not yet taken any further CC payments.

MayaP

@SWCMD With your setup, our team is adamant the issue is network-related. Did you complete the speed test? Does this issue still occur when you connect to a different network or hotspot? Or does it only occur with the Ethernet connection?

SWCMD

I will rerun the speed test tomorrow

I will also try some card transactions on hotspot

we currently only use ethernet (no WiFi for registers)

the strange think is that in my video examples above there is no delay with processing in example 3 (split cash and card transaction). This is always the cash.

the delay is purely with every 100% card transaction only, on both registers.

if it were an internet / connection issue, it should affect all card transactions (even split payment ones) right?

MayaP

Great, I'm glad to hear that! I appreciate the update!

MayaP

Hey guys, please check for any updates on your register. Atypical has found success so far on 6.56s. If you do not see any update, try another factory reset. If this is continuing, let me know.

Thanks @sammyg @SWCMD!

sammyg

Hi @MayaP our POS updated to 6.56, but the processing delay is still there.

MayaP

Hey @sammyg so we don't clutter this thread I did move our conversation over to a private message.

Thank you!

Atypical

Mine has a delay again, too. It was only okay for a short while, figures. I swear Square has a process hung up somewhere.

SWCMD

Hello @MayaP

As of 9.03AM EST 11/13/2024

speed test

download: 121.1mbps

upload: 201mbps

We have tried the following:

- new ethernet cables to router

- hotspot to cell phone

Still the same outcome with 100% card transactions (https://drive.google.com/file/d/1Ms9Ed-ymZ8qUt8PNozTuH-A_1GaofcqM/view?usp=sharing)

MayaP

Thank you @SWCMD !

I sent you a direct message. Let's go ahead and keep the conversation there for now.

P.S. To send a direct message, click on the profile, and you should see an option to send a message. If not, let me know.

MayaP

FINAL UPDATE!

I have escalated this to our engineering team, and they will be taking over from here until resolution. I appreciate you guys flagging this and making sure our team addresses this issue. Your diligence is greatly appreciated! 🙌