Online payments - invalid card

[ShellDavis]

Hi all, 

I'm fairly new to Square and have just come across an issue that requires a quick fix, but cannot seem to get anyone over the weekend to help!

My customers are reporting that they're attempting to purchase items on my site and it won't process, saying that the card is "invalid". I have attempted to replicate and buy one of my products, and it's coming up with the same error.  

Anyone had this problem and might know a fix? I've sent a request for help to Square support, but i'm rather anxious that I won't get a quick reply?!

Is there a urgent or after hours hotline available for square businesses in this situation that i'm not aware of?

Any help would be greatly appreciated!

Thank you!

[Laurie_]

Hey there @ShellDavis,

Thanks for reaching out to us to flag this with us and sorry to hear you're running into these issues with your Square Online site.

You can reach out to our Support Team at You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time). If you call outside of these hours, you will be required to enter your Customer Code to access 24/7 support.

You can find your customer code right on our Support Centre:
 

1. Select your location > Next.
2. Select your topic.
3. Select I don’t see my issue.
4. Select Call us and your customer code will appear.

Our team is available today if you would like to reach out to connect with a Square Online specialist who can take a look at your site from their end. This will be the fastest way to receive support.

Otherwise, you are welcome to include a link to your Square Online site in your reply and I can take a look myself.

It's important to note that if you have only recently published your site for the first time, your SSL (Secure Socket Layer) certificate may not have been fully configured. SSL encrypts the data submitted by a user to your Square Online site, making the data exchange secure. It can take between 24-48 hours for this to complete, after which point, customers will be able to purchase from your site.

We'll keep a lookout for your reply here!

P.S. Welcome to the Seller Community! 👋

[ShellDavis]

Hi Laurie - My online site has been published since late last year and had no issues with online transactions until just now. 

I have called the support centre. I am awaiting their response - although i'm still waiting since this morning. Anything you can do to help, i'd really appreciate it. 

My site is www.highlandsbooks.au 

Thanks. 

[Laurie_]

Thanks for confirming, @ShellDavis.

I've taken a look at your case with our Support Team and can see they emailed an update earlier today advising your case has since been escalated to our Engineering Team. 

Unfortunately, I'm unable to assist further from my side with this issue. It looks like there is a bug preventing cards from being entered at checkout on your site, even when valid cards are used. We will need to wait for your case to be reviewed by the Engineering Team in order to progress further here. The current timeframe for these case escalations is 1-5 business days. 

In the meantime, while we can't assist further with the site issue, have you considered testing whether the same issues occur when using Online Checkout Links? This could be a workaround in the meantime to allow your customers to place their orders.

What I suggest doing in is creating a checkout link for one of your site items and then testing whether you're able to pay with your card. 

Let me know how you go with this in your reply.

[ciaobella80]

Hello Laurie! I did a google search to see if there was anyone else having this issue. My site WAS just published yesterday. I’m getting the attached screenshot as an error.

I am in the US and was on the line with a rep for almost an hour and was disconnected with no call back.

My site is serum x dot co (no spaces and no com. Just co).

please message if you can escalate mine to engineering too. Thank you 

[MayaP]

Hello @ciaobella80, I am sorry you are having issues with your site. To confirm is this your website https://www.serumx.co/ ? Can you provide a screenshot of the error message? 

[Isaacbeers]

I think I have the same issue. Support has so far tried to fob me of via email. Saying to contact the bank.
Bank says no problem with my card (I tried to purchase from my own store after receiving word from potential customers that they weren't able to check out)
I am missing out on sales.
Please help
isaacbeers.square.site

[Isaacbeers]

Have tried four cards and google pay myself, all same error message "This card is invalid. Please use another payment method or try again."
Customers in two other countries have emailed to say they've experienced the same. Multiple cards same result.

[MayaP]

Hello @Isaacbeers, I am sorry you are experiencing this issue as well with your site. To clarify, I know you said you have been trying yourself and have been having the issue, have any sellers recently reported the issue? This is happening with cards and apple and Google Pay? 

[MikAL]

Over in Canada, had the same issue. It is because I had a modifier on one of my items where the customer had to input text, and the message describing the modifier was too long (it could only be max 100 characters).

Not sure what that issue has to do with denying people's cards but alas, I shortened the modifiers and it worked.

Hope that helps anyone experiencing this issue in future.