Square subscription payment was not processed

I have a Square Subscription Integration that isn't recurring as it should.

Hi KevProsper,

Thanks for reaching out to Jotform Support. Can you explain a bit more about the issue, so I can get a better idea of what's happening?

Once we hear back from you, we'll be able to help you with this.

The next subscription payment was supposed to go out yesterday. But it hasn't. I contacted Square, and they said it's something on your end.

Hi KevProsper,

Thanks for getting back to us. That helped me understand what’s happening. Can you provide the Submission ID for the user who obtained the subscription but did not get the following subscription payment?Or is this occurring to all of your subscribers? 

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

Transaction ID

9619a532-9dd1-4960-8201-c091104225c6

Hi KevProsper,

Thanks for getting back to us. It looks like you shared the transaction ID from Square. Can you confirm if it's the entry for Allison Deines? I checked the subscription that was purchased by the user and I see that she must be charged $40 weekly. Let me escalate this issue to the relevant team for further investigation.

I am unable to provide any ETA of the resolution at the moment. But rest assured that we will get back to you on this ticket as soon as we have an update from them.

Let us know if there’s anything else we can help you with. 

Hello,

We are sorry for the issue you experienced.

Could you please check the subscription details from your Square account? To do this, could you please login to your Square account and check the following path?

https://squareup.com/dashboard/subscriptions-list/9619a532-9dd1-4960-8201-c091104225c6

Please also check the following details:

1. Is subscription status is active or not?
2. What is Billing cadence?

I will be waiting for your reply.

If you have any questions, please let us know.

Thank you.

Yes it is active.

Billing cadence

Weekly

Next billing 04/22/2024

Hello KevProsper,

Thanks for getting back to us. Please give me some time to reach out to the relevant team to check this. I'll circle back with you on this thread once an update is available.

We appreciate your patience and understanding.

Hello,

Thank you for your response.

Could you please share screenshot of the plan like I shared above?

I will be waiting for your reply.

Thank you.

Hi KevProsper,

I also want to inform you about the subscription issue you mentioned.

It is seen that your plan is weekly and charge date was already passed for this week. This means that Square tried to charge customer but customer card may fail because of some reasons like insufficient fund etc. I recommend you to contact with Square to get more detailed information from them about decline reason etc. We are not tracking billing dates and next charges of subscriptions because Square handles all subscription plans on their side.

Thank you.

Hello KevProsper,

Thanks again for reaching out to Jotform Support. My colleague, Özlem, already responded to you on this thread.

Let us know if there’s anything else we can do for you.

Ozlem, I kinda figured that might be the case. I personally texted the customer about it, and they haven't responded.