Credit Cards won't process

Debbe_Hamada
New Member
4 0 0

We are experiencing an increasing daily issue when running a charge card. The chip/tap/swipe reader and the POS screen says the charge is Processing but never completes the process. We've let it run for up to 5 minutes before Cancelling the charge. This is happening once or twice daily. Ultimately we have to Cancel the charge and run it as a Square. We have the Square app loaded on the same ipad we are running the POS upon. Because of this, we know it's not our wifi connection. Are others having this problem recently? Previously we were having the Chargecard Declines daily, that has stopped and the problem has morphed to this new version- with the same result that we can't charge a person's card through the Shopify app.

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Max_old
Shopify Staff
Shopify Staff
148 0 15

Hi, Debbe.

This is Martha from the Shopify Team. Sorry to hear you're running into issues processing payments intermittently (getting paid is obviously really important). There are some steps you can take, check them out here - Troubleshooting the Shopify POS app

If these first few don't work, then please go through to the end where you can submit a report from your device for review. This means that our Technical team can dig a bit deeper into things and see what else might be impeding the process. 

If you have any more questions, please send us an email to support@shopify.com with the steps you've taken and the devices you've used to try and process payments!

Hopefully, that doc is the trick, if not let's figure things out from there. 

Best, 
Martha

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