Square: the form hangs on Please wait... message when Preview Before Widget is added

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    Marcuschambers
    Asked on September 25, 2019 at 04:10 PM

    Hi support


    Currently, my main order form is unable to take payments via the payment widget which is linked to my Square account.

    When submitting payment for processing it just hangs on "please wait" message.

    I've placed it in test mode and then back to live, reconnecting to my Square account but it hasn't helped.

    I'm losing valuable orders as I type.

    I've already raised this with Square.


    Please can you look in to this asap and advise?


    Thanks

    Marcus


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    Welvin
    Answered on September 25, 2019 at 05:21 PM

    Hello Marcus,

    Our apologies for the problem. 

    Would you mind trying to remove the Preview Before Submit widget to see if that will fix it? I cannot replicate the problem on a cloned version of your form, but I suspect the widget is removing the values submitted in the Square field. 

    I would also suggest changing the sub label of the product field. You can make it 'Is the total cost of your meals' only. 

  • Profile Image
    Marcuschambers
    Answered on September 27, 2019 at 07:37 AM
    Good morning
    I have tried both of your suggestions but my form still hangs on "please
    wait" after submitting payment.
    Please can you assist further?
    Thanks
    Marcus
    ...
  • Profile Image
    Marcuschambers
    Answered on September 27, 2019 at 07:37 AM
    UPDATE: this is now working on a cloned form with the review widget
    removed. Not sure why it doesn't work on the original form without the
    review widget. Could it be the form itself? And the fact I've cloned it was
    the fix? It's always worked with the review widget so I wonder if I add it
    back to the new cloned form will it work again? Might test later.
    Thanks
    Marcus
    ...
  • Profile Image
    Welvin
    Answered on September 27, 2019 at 08:56 AM

    Hello Marcus,

    Thank you for the update. I have escalated this thread to ou backend team for them to review the form. Once we have an update, you will be notified here. Please keep the form active as I have attached that in the ticket.

    In the meantime, please use the new cloned form.

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    Welvin
    Answered on September 27, 2019 at 08:58 AM

    I just checked your original form and seems like you removed the widget. Does that work? Can you add that back? I've noted that thing in the ticket and our developers may need to check that in the form itself.

    Would you also mind setting that up on Sandbox so we can try it with a test card details? 

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    olivia
    Answered on September 30, 2019 at 04:49 AM

    Hello,

    Issue should ne fixed. Could you please check your form?

    Thank you for your understanding.