Why is my online store failing to process cards?

[jmogen]

[The title of this thread has been edited from the original: not processing credit card]

On my site when I purchase a ticket, click checkout, enter my credit card info, click submit, it doesn't process the credit card. It just goes back to the area where I need to enter my credit card all over again.

I've cleared my cache, used both safari and chrome, disabled all unnecessary plugins and it's still not working. Any suggestions?

https://agateencoresconcertseries.org

[Alex_]

Hi @jmogen,

Thanks for posting in the Seller Community, and thank you for attempting all that troubleshooting. To make sure i'm fully understanding, are there any error messages or codes that appear when attempting to purchase a ticket? Also, what program, website, or integration did you use to create your site?

Feel free to let me know by replying in this thread. 

[jmogen]

Website was built in Wordpress using the woocommerce & eventon plugin. Everything is up to date. There are no errors, the page refreshes and just goes back to the screen to enter the credit card again.

The website is https://agateencoresconcertseries.org/

Thank you for your help!

[Alex_]

@jmogen

Understood. Have you contacted Wordpress to have them look into the issue on their side? Our Customer Success team is able to file a ticket and escalate this issue to our Engineers if Wordpress is able to provide a ticket or case number. 

[jmogen]

I've just completely bypassed the plugin and used your link for a button on the website. I saw that you had the ability to create a ticket so that will work.

My question now is how do I change the email sent to the people purchasing a ticket or email them their ticket?

This is the info that is on the email now:

Event Information

If this event requires a paper ticket or other additional information, it will be sent shortly in a separate email. If you have any questions, please contact us.

Thank you @Alex_ 

[Alex_]

@jmogen

Gotcha. With Square, whenever we integrate with a third party API or partnership, we recommend reaching out to the company directly for support on changing any settings through their platform. We will only be able to see payment information processing on the back end.

Let su know if you need anything else by replying in this thread. 

[jmogen]

This is actually the email generated from Square. I'm asking if there's a way I can edit the email that square sends the customer.

[Alex_]

@jmogen

I'm sorry about that, I may have misunderstood the question initially. 

With any automatic email sent by Square, we have no way to edit the content.