gift card on file disconnects

[alikat721]

We have a number of customers who have saved a gift card on file to use as their daily payment. A large number of these saved on file gift cards disconnect from the customer's account on a regular basis. This is quite inconvenient. We haven't seen and credit/debit cards disconnect from customer accounts, but the gift cards are doing it ALL THE TIME. Why does this happen and how can it be fixed?

[JustinC]

@alikat721

Oh no! Something definitely seems off here. Mind reaching out to Support to troubleshoot this? For any other sellers running into this same issue, feel free to chime in and @ me so I can get a proper count of all affected. 

[alikat721]

@JustinC 

I've sent an email to support to get started on resolving the issue.

[jessiesenglaub]

We're suddenly having this issue with one of our customers. The gift cards on file aren't showing up for him anymore.

[JJ_]

Hello, @jessiesenglaub

For this one, I will recommend you reach out to our support team so they can look closer into this situation and shine a light. When you have a moment, please reach out directly by logging into your Square account and heading here.