Troubleshoot your Square Invoices
Troubleshoot sending an invoice
If you run into trouble sending Square Invoices, try the following troubleshooting tips:
Make sure your web browser is up to date or try using a different browser.
For your protection, Square can occasionally cancel an invoice if your customer makes too many failed attempts to pay it. You can duplicate a canceled 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.
Late fees cannot be charged for Square Invoices.
Learn how to create and send invoices.
Troubleshoot paying an invoice
If your customer is unable to pay an invoice, ask them to check the following:
When paying an invoice, make sure their browser or mobile device is up to date.
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 authorize 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 credit card, physical gift card, or electronic gift card; expiration date; CVV; and ZIP or postal code.
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.
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