How can I capture payment via Square? I keep getting error code

  • Profile Image
    nuestrojardin
    Asked on February 26, 2018 at 06:58 PM

    I'm using jotform for people to sign up for my summer camps, integrated with Square. I received an email confirmation of someone signing up, and when I clicked, "charge customer now," it gives me this error code: 

    Square Payment Capture Error

    An error has occurred while trying to capture payment.


    I went on the payment settings, and I noticed that it wasn't live, so I connected with Square, and I'm now live. I went ahead and tried again, but the same error appeared.

    I cleared browsing, cache, etc and tried again, but the same error appeared.


    Can I get any help, please?

  • Profile Image
    EltonCris
    Answered on February 26, 2018 at 10:38 PM

    I checked your Square payment field and it is indeed in live mode. However, the Authorization Only is set to No. This means that the user will be charged immediately after completing the payment in your form so there's no need to charge them manually.

    Did you make changes in the settings of your Square payment field recently? The "Charge Customer Now" will only appear when Authorization Only is enabled. If this is the case before but you are still getting the same error, can you please reconnect your payment field with Square? Disconnect it and connect it again. This might help.

    Please let us know how it goes.

  • Profile Image
    nuestrojardin
    Answered on February 27, 2018 at 01:57 AM

    I did change the "Authorization Only" to "NO" after the customer had signed up for classes. I was playing with the settings in hopes that I could get this resolved.

    The message still appears regardless of where the button is switched to.

    I'm not sure what to do anymore. I do have a transaction number, but it doesn't appear on Square either.

  • Profile Image
    Nik_C
    Answered on February 27, 2018 at 05:32 AM

    I'm not sure I understand this issue, since when Authorization only is set to "No", the payment processor should charge the submitter without further actions.

    I understand that you are seeing the same error when you submit the form (with Authorization option set to "No")?

    Could you please try re-inserting the Square payment field  (remove the existing one, and add it again).

    We'll wait for your response.

    Thank you!



  • Profile Image
    nuestrojardin
    Answered on February 27, 2018 at 12:48 PM

    The issue is that when the customer signed up for summer camps, my payment settings were:

    On Test mode

    Authorization Only "Yes"

    I received an email confirmation about this transaction, and it asked me to "Charge Customer now." I clicked on the link, and there was a prompt asking me "are you sure you would like to capture the payment?" I clicked "yes, " and that's when I got the message:

    Square Payment Capture Error

    An error has occurred while trying to capture payment


    I then realized that I was on Test mode, so I switched to live mode and connected to Square. I still keep getting that error code regardless of what my payment settings are when trying to charge that particular customer. There is a transaction id associated with this, so I'm not sure if having this information makes a difference.

    Today, we added a new product to the original form, and we tested it, as if we were the customer and charged it to a credit card (Settings are now: live, connected to Square, Authorization Only "No"), and the transaction was successful.

    I wonder if the transaction I'm having issues with is not valid, and I'll have to have the customer do the whole thing again (hopefully not) since it was done while I was on test mode???

    Does jotform have phone customer support? I've found it a bit difficult trying to get this taken care of over email.

    Thanks!

  • Profile Image
    EltonCris
    Answered on February 27, 2018 at 01:56 PM

    Sorry, we do not have phone support. However, we can answer all your questions here in the support forum.

    First off, thanks for providing clarifications about your main question.

    Unfortunately, payments processed in test mode, stay in test mode. Also, changes in your payment settings won't affect the "Charge Customer Now" function.

    Anyway, since your payment field is now in live mode, only incoming submissions will be processed in live mode accordingly.

    Hope this clears your question. Thanks

  • Profile Image
    nuestrojardin
    Answered on February 27, 2018 at 02:04 PM

    Thanks for the clarification. How can I assure my customer that this transaction is not valid, and she won't be charged?

    Thanks!

  • Profile Image
    EltonCris
    Answered on February 27, 2018 at 02:11 PM

    Don't worry, test payments will never ever be processed as live payment. They are processed through API Sandbox for testing purposes.

    You can find more info about it here: https://docs.connect.squareup.com/articles/using-sandbox.