App shut down after transaction

[Danielleh96]

I was in the middle of charging a customer's card, entering it in manually, and my app shut down AFTER it had said approved.  Now the transaction is not showing up in my history and it is not taking her card for any of my transactions. I told her to let me know if it had gone through because it wasn't showing on my end but if there's anything anyone can tell me that would be awesome.

[Chad]

Hello @Danielleh96, welcome to the Seller Community. 

It sounds like your first transaction was voided because the app closed before it was completed. The declines could be coming from the card issuer or if the information on the card was entered incorrectly. For this I recommend having your customer reach out to their bank. 

We have a report that shows voided and declined transactions. On your Square Dashboard head to the Sales tab and then the Transaction Status Report. 

If you have any questions please let me know!