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What the hell is going on?

Card payments down on a busy Friday night? Unacceptable…

Message 1 of 29
486 Views
1 Best Answer
Admin

Best Answer

UPDATE: We have made a public postmortem available for this incident for those interested.

Hey everyone,

 

Thanks for all the feedback and sincere apologies for the issues you saw over the weekend. 

 

At the moment our team is investigating an issue that saw some card payments declining for a period of time on Friday and Sunday nights. As of right now, the root cause of the issue is still being determined. 

 

We plan to offer further information in the coming days as our engineering team investigates the root cause of the issue. Impacted sellers should receive an email with more information once our investigation is complete, and I'll revisit this thread once I'm able to share more news.

 

The issue itself is now resolved, and live updates about our services can be found at au.issquareup.com - you can also view a timeline of the issues we saw over the weekend here.

 

We understand how impactful these sorts of outages are to your business and take them very seriously. We are learning from this experience and putting in place measures to prevent instances of downtime in the future.

 

Again, we offer sincere apologies to any of our impacted sellers and thank you for your patience as we worked to resolve these issues.

 

@Rancho @Jaynehurd @3eMt @JungSung @Scorpionbar @MarkZammit @Smithward @davo1973 @restaurateur @Scoopydoogelato

@Lookbhindya 

Seamus
Community Manager, Square
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Message 16 of 29
341 Views
28 REPLIES 28

Yes our whole market was down so I guessing it was a full square issue.

Mine then took 2 payments off someone when telling me it hasn't. It looks so bad to my customer and I'm probably going to have to reimburse out 9f my pocket as the transactions are no where to be seen on square

 

Message 2 of 29
404 Views
Beta Member

Yep. Payments down during our Friday evening rush. Busiest time of the week and we had people walking away when we advised them we were currently cash-only.  Very frustrating, cost us a lot of money!

Message 3 of 29
401 Views

Yes me too!! so bad and frustrating

Message 4 of 29
408 Views

Yeh i bet there was millions of $ lost last night

Message 5 of 29
406 Views

And it’s happening again tonight on Sunday…Mother’s Day!

 

and still no response from the Square team

Message 6 of 29
373 Views

Confirmed more payments failures across Sydney venues tonight as well.

 

Message 7 of 29
374 Views

Payments down in the Hunter Valley. Can’t get through to square at all via phone. Will have to look at secondary processing for payments now.

Message 8 of 29
362 Views

Oh no not tonight as well 😞

I found that I couldnt get adequate support and am still waiting on a reply to email.. 

Message 9 of 29
358 Views

There were a many people who are having to find new payment options now that PayPal is stopping card reading process but after seeing the major fails I don't think they were liking the look of square

 

Message 10 of 29
357 Views

I’m think commbanks eftpos terminal might be a good backup. After two nights down, $30 a month starts to look like a good insurance policy. Might not be applicable to larger business though.

Message 11 of 29
354 Views

Surely it would be better to swap altogether than run two wouldn't it?

I guess you would still want the square pos app though? 

Message 12 of 29
326 Views

This is crazy.!! Friday snd Sunday/ Mother’s Day.!! Please help. Jung Sung Chippendale Sydney.

Message 13 of 29
347 Views

When I swipe a customer's card against my Square, the app on my phone would sometimes say 'Declined: Failed to process this payment. Please try again'. This happens for about 10 minutes a day. Accepting payments by Square usually works without issue.

 

Any idea how do I prevent this 'Declined' message occurring again?

Message 14 of 29
319 Views

I had this issue recently too. Tonight it happen twice and it cause us loss few customer who doesn't have cash on hand. Square, I need this to be solve.

Message 15 of 29
309 Views
Admin

Best Answer

UPDATE: We have made a public postmortem available for this incident for those interested.

Hey everyone,

 

Thanks for all the feedback and sincere apologies for the issues you saw over the weekend. 

 

At the moment our team is investigating an issue that saw some card payments declining for a period of time on Friday and Sunday nights. As of right now, the root cause of the issue is still being determined. 

 

We plan to offer further information in the coming days as our engineering team investigates the root cause of the issue. Impacted sellers should receive an email with more information once our investigation is complete, and I'll revisit this thread once I'm able to share more news.

 

The issue itself is now resolved, and live updates about our services can be found at au.issquareup.com - you can also view a timeline of the issues we saw over the weekend here.

 

We understand how impactful these sorts of outages are to your business and take them very seriously. We are learning from this experience and putting in place measures to prevent instances of downtime in the future.

 

Again, we offer sincere apologies to any of our impacted sellers and thank you for your patience as we worked to resolve these issues.

 

@Rancho @Jaynehurd @3eMt @JungSung @Scorpionbar @MarkZammit @Smithward @davo1973 @restaurateur @Scoopydoogelato

@Lookbhindya 

Seamus
Community Manager, Square
Sign in and click Mark as Best Answer if my reply answers your question.

View Best Answer >

Message 16 of 29
342 Views

One of my customers contacted me yesterday and said his bank account has 3 withdrawals for the same amount due to the fact we tried 3 times to get square to tap on Friday night.... These 3 withdrawals did not appear on my transactions list on the Friday night... Please help. What should I do ??

Message 17 of 29
243 Views

I had the same thing happen with 2 transactions and haven't received any reply to my email, answer on this post or any support..

I told my customer to call the bank and dispute it and I would continue to look into it. 

Message 18 of 29
240 Views
Admin

@davo1973 @Jaynehurd It's possible that declined and/or voided transactions can appear as "pending" on a customer's statement before dropping off for a few days.

 

I'd first check with the customer that the transactions are not currently in a "pending" status on their bank statements, eg:

 

 

If these have gone through as full transactions and are not still appearing as "pending" then please get in touch with our support team for further assistance with these transactions. 

 

You can call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

 

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Go to "Other"" then "I don't see my issue"

4. Click "Message us" or "Email us"

Seamus
Community Manager, Square
Sign in and click Mark as Best Answer if my reply answers your question.
Message 19 of 29
237 Views
Beta Member

We've just had a (very angry) customer complain he has two payments completed on his statement (i.e. been charged twice) but we only see one transaction against his card in Square. 

 

We've just emailed support but that's a 24-48hr response time....

Message 20 of 29
161 Views
Beta Member

Nevermind. The customer has now confirmed one transaction was actually pending despite furiously claiming it wasn't 🙄

 

All good.

 

As an FYI for other users, the customer says it wasn't clear on his bank statement that one transaction was pending/in process of being refunded. He rang his bank and they confirmed the status and advised it would take 2 working days to process.

 

This isn't the first time a customer has believed a voided transaction was completed - it may be specific to certain banks that the status is unclear on statements. If a transaction isn't showing up in your Square but is showing on a customers bank statement I'd recommend asking them to check directly with their bank....

 

@Seamus 

Message 21 of 29
151 Views