Square Invoices Troubleshooting

Troubleshooting Tips for Sending Invoices

If you run into trouble sending Square Invoices, keep the following tips in mind:

• Make sure your browser is up to date.

• For your protection, Square can occasionally cancel an invoice if your customer makes too many failed attempts to pay it. You may duplicate a canceled invoice and try sending it again. Please verify your customer’s identity since transactions are declined by the card issuer, not Square. Learn more about potential scams and how to accept payment cards safely.

• Late fees cannot be charged for Square Invoices.

• 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 more about sending invoices from a mobile device or your online Square Dashboard.

Troubleshooting Tips for Paying Invoices

• When paying an invoice, make sure your browser or mobile device is up to date.

• If a payment card is declined, Square is not informed of the exact reason. We recommend contacting the 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. You may request a new invoice be sent from the business owner, however, we recommend you also call your card issuer to authorize the transaction.

• If you receive an error stating your card was not accepted, be sure to check all the information you’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 you have accidentally opted out of SMS communications from the sender, text "Start" or "Unstop" in the text message thread to opt yourself back in.

Learn more about paying Square Invoices.

Locating Invoices

If you are having trouble finding an invoice, estimate, or any recurring invoice series, use the search bar in the Invoices section of your online Square Dashboard in order to locate the information you are looking for. 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

Learn more about managing your Square Invoices in our Support Center.