Troubleshoot payments made with Cash App Pay
Cash App Pay provides customers an easy and contactless way to pay. If you're having trouble accepting Cash App Pay, or are missing a transfer from Cash App Pay, this article will help you identify and fix possible reasons for your issue.
Before you begin
Be sure you’ve asked your customer to try scanning the QR code again. In some cases, the customer may need to restart their mobile device.
Troubleshoot failed Cash App Pay transactions
If a customer is having trouble with the QR code scanner in their Cash App, you can suggest they try the following:
- Make sure both the mobile device and the app are up to date.
- Turn the mobile device off and on again.
- Force quit the app on the device and log back in.
- Delete and reinstall Cash App.
- Make sure the ability to scan QR codes on the mobile device is enabled.
- Scan the QR code with a smartphone camera or third-party QR code scanning app.
If a customer makes a payment using Cash App but doesn’t have enough funds in their balance, Square will attempt to pull the entire payment from the customer’s linked debit card or bank account in their Cash App profile. If there is no linked payment source in their Cash App, the payment will decline.
Troubleshoot a missing Cash App Pay transfer
If your transfer history is missing transactions that were completed with Cash App Pay, you may be dealing with a dispute. Just like other types of payment disputes, buyers can file disputes for Cash App payments for two reasons.
The buyer claims that they never participated in the transaction, and that their account or card was stolen and used by a fraudster. Sellers who receive a fraud dispute from Cash App Pay are covered entirely by Cash App and owe no money for the dispute. They don’t have to take any action to receive this coverage; however, this coverage doesn’t apply to any other payment methods.
The buyer acknowledges that they made the payment themselves, but that the goods or services they purchased either weren’t delivered or weren’t satisfactory to what they thought they’d receive.
Cash App does not cover sellers who receive a non-fraud dispute from Cash App Pay. Sellers must follow the normal dispute process, wherein they can choose to challenge the dispute with evidence and, upon review of the dispute from either Cash App or the cardholder’s bank, either win or lose. This process is similar to how all other non-Cash App Pay disputes are handled.