SQUARE: Payment went through with ACH feature.

My client use some ACH feature on our form and we don't offer ACH payment we we have square integration and it gave a trip. The form provided a transaction ID. The client claims money was taken from their account. We have not gotten paid from the transaction square does not indicate to us anywhere that there's even a such transaction. The client is not trusting Jotform any longer and wants us to provide another third-party processor. Can you please look into this provide an explanation as to why this has happened and can you remove the ACH option from our form? 

Hi ELimo.

Thank you for reaching out to Jotform Support. I’m really sorry that this is happening. Can you please share with us the form that was used and the submission ID? so we can look into this further. Here's how you get your submission ID with my demo form:

1. Go to My Tables.

2. Then choose the form you want to check, and then click on the view table.

3. Next, click on Columns and put a check mark on Submission ID.

Now you can view or copy the submission ID.

In addition, can you please check if there is a pending payment on the table?

1. In Tables, click on the three vertical dots in the left side corner.

2, Then check if there is a pending payment on the list.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.