credit card approval takes 2 tries

[MountainHouse]

I do not understand why this issue isn't being resolved!!!! issquareup.com continues to state that all systems are operational, and they are not! We are going on a full week of this issue!!!! When using Square For Retail on the Square Stand with an iPad OR Square for Restaurants on Square Stand with iPad, credit card authorization takes two attempts! Tap to pay, google pay or Apple pay causes the readers light to go out and beep, but NOTHING shows up on the screen, you must cancel the sale and start over. Chip cards inserted into the reader cause the screen to get stuck indefinitely on "Preparing Payment". You have to cancel the transaction and have the chip card reinserted. We have the latest version of iPadOS, the latest version of Square for Retail, and square for restaurants. We have hard reset the card reader by holding down the button until the red lights stop, we have hard reset the iPads. Nothing on our end is the cause of this problem. I have called twice now about this, the first agent said she would report it, nothing happened, called again, this agent said he would report it, and said he couldn't see that it was ever reported by me before. I even shared with him the thread about this in the community so he could see others were also affected. Nobody has called back, nobody has messaged, the problem hasn't been fixed. WHAT IS GOING ON SQUARE???? Customers are extremely annoyed by this issue as they think they are being charged twice! Particularly when they use their phone to tap, as their phone screen registers that the payment went through on the first try. Would somebody PLEASE acknowledge this issue and do something to fix it!!!

[Candlestore]

I posted 2 more times about this issue, and I believe Square keeps seeing my Original post as being Solved.   Which has them skipping this altogether.  It is very frustrating but seems its you me and @TCSlaguna that keep bringing this up.  Wonder if we are the only 3 with this problem, even though this has 31 views and https://www.sellercommunity.com/t5/Troubleshooting/Authorization-On-Square-Stand-Requires-2-attempts... - this has 161 views, this post has over 564 views https://www.sellercommunity.com/t5/Square-for-Retail-Discussion/Known-Issues-on-Update-6-14-1/m-p/65... 

I was told a week ago that someone from A Tier 3 Application Support Engineering (ASE) Specialist should be reaching out to you by email to follow up on this, but no one has.

Maybe @_Violet or @MayaP could get some attention to this problem with Squares Updates team or to the Top 3 Tier team.

[MountainHouse]

I think it is beyond belief that this is being completely ignored!!!! I have called them twice, and both times been told I would be contacted by an engineer... So far NOTHING!!!! I really wonder what is going on? This is completely out of character for Square support to behave this way!!! I noticed in another post that someone put up a picture of the screen stuck on "Preparing payment", but I don't think that has been acknowledged either. Something must be done!!!!

[MountainHouse]

@MayaP @_Violet @TCSlaguna @Candlestore 

I have some new information to report. All day yesterday we noticed some odd behavior. On both square stands, one running Retail and the other running restaurants, at least 50% of the time when you press charge you will see a yellow bar very quickly pop up at the top of the iPad screen and go away. I believe this is the same yellow bar that comes up when the reader is being initialized. We generally only see the yellow bar when restarting the app, or switching to or from battery power to the charge block. This gave me some hope that they were actually trying to fix the issue, however, yellow bar or not, most sales are still requiring 2 attempts to go through. Has anyone else noticed the yellow bar??

[Candlestore]

@MountainHouse ; I noticed the yellow bar also