Troubleshoot your Square Invoices
If you're experiencing issues with sending a Square Invoice or if your customer is unable to pay their invoice, there are several troubleshooting measures you can take to resolve.
Before you begin
When sending or paying an invoice, ensure your web browser is up to date or try using a different browser.
Troubleshoot sending an invoice
For your protection, Square can occasionally cancel an invoice if your customer makes too many failed attempts to pay it. You can duplicate a cancelled invoice and try sending it again.
Verify your customer’s identity since transactions are declined by the card issuer, not Square. Learn how to prevent payment disputes.
You’ll need to have the correct customer contact information on file depending on the invoice delivery method that you choose. For example, if the invoice delivery method is set to Text Message but you do not have the customer’s phone number on file, you will need to collect their phone number and update their customer profile before sending your invoice, or you can choose a different delivery method.
Learn how to create and send invoices.
Troubleshoot paying an invoice
If a payment card is declined, Square is not informed of the exact reason. We recommend your customer contact their card-issuing bank for more information.
To ensure a safe and secure processing environment, Square can occasionally cancel an invoice if there are too many failed attempts to pay it. Your customer can request a new invoice be sent from you, however, we recommend they also call their card issuing bank to authorise the transaction.
If your customer receives an error stating their card was not accepted, be sure to check all the information they’ve entered, including the card number associated with the debit or credit card, physical gift card, or electronic gift card; expiration date; and security code/CVV.
If they’ve accidentally opted out of text message communications from you, text "Start" or "Unstop" in the text message thread to opt themselves back in.
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If your customer wants to pay via Afterpay but cannot see the option, ensure you've toggled on Afterpay in the Payment methods. Learn how to Accept Afterpay with Square Invoices.
If you've sent your customer an invoice with Afterpay acceptance but then you edit the original invoice, the customer will need to pay via a different payment method.
Locate an invoice
If you are having trouble finding an invoice, estimate, or any recurring invoice series, use the search bar in the Invoices section of your Square Dashboard to locate the information. You can search with the following criteria:
ID
Title
Customer name
Customer email
Customer billing address
Customer phone number
Customer company name
Message
Line item names