Users aren't able to process the payments.

2) Users are reporting again (similar to our other forms with the Square integration) that the payment won't process and the form is just "stuck" even after waiting some time for it to process. I've disabled the integration and "reinstalled" it but the issue persists for some. SOS!

Hi visitationpto,

Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

Once we hear back from you, we'll be able to move forward with a solution.

I'm receiving reports from other users so I don't have recordings and am not going to ask them to go to those lengths. It's just staying stuck on the page. I've included screenshots in other submissions I've sent to support on the same issue. Are you able to pull those up?

Hi visitationpto,

I understand the issue, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

We really appreciate your patience and understanding while we’re looking into this.

Hi visitationpto,

I've reviewed the payment logs against this form, but I couldn't find any suspicious transaction or even a fail transaction. I've gone ahead and cleared your form caches, usually some minor issues got fixed after it. In case, if you receive a complaint from another user, you can get back to us, and we'll escalate it to our developers. But it is suggested to provide a bit more details, specially which device they are using for the submission and which payment method they chose. Additionally, it is appreciated if you can ask the user to capture and share the Browser console logs with us, that will help us investigate the issue. This guide will show you how to capture browser console logs.

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.