Why did my Square account disconnect from my donation form?

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    PSPDonations
    Asked on December 01, 2020 at 04:46 PM

    Hi - I discovered today on Giving Tuesday that my Square account had somehow disconnected from my form and I had to reconnect it. We were getting a token error when people tried to donate. This is a huge issue! We've probably lost donations today because the connection broke. What happened and how can we avoid this in the future?

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    Kevin_G
    Answered on December 01, 2020 at 07:53 PM

    Apologies for the inconveniences caused.

    I have checked your form and this seems to be currently integrated correctly with your Square account, here is a screenshot about it:

    1606870190_5fc6e4aef1bf6_

    May you confirm this is fixed now?

    If the problem persists, let us know.

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    PSPDonations
    Answered on December 02, 2020 at 12:21 PM

    Yes, I fixed it yesterday. However, my question is how or why did it disconnect in the first place? There was no way to no it was broken until someone tried to donate and got an error! This is a huge problem. We lost donations yesterday because of this. Why would it have disconnected?

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    Gaetan_B
    Answered on December 02, 2020 at 02:46 PM

    Hello,

    Thank you for reaching out.


    Unfortunately, there's is no way for us to know exactly why. The most probable reason for that would've been a temporary issue between Square and us.


    Knowing who is at fault in those temporary issues is almost impossible, unfortunately.


    We sincerely apologize for any inconvenience this may have caused.


    Gaetan