Square merchants will be unable to take credit card payments on Wednesday, June 1, 2011 between 2:00 and 5:00 AM (Pacific Time) as we take our API down for maintenance. Card processing functionality should return after 5:00 AM, and may be available earlier. We apologize in advance for the outage and will provide updates here when our downtime is complete.

UPDATE: 2:04 AM Maintenance has begun.

UPDATE: 2:44 AM Maintenance has been completed. Card processing is restored.

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Square merchants will be unable to take credit card payments on Tuesday, May 10, 2011 between 3:00 and 3:30 AM (Pacific Time) as we take our API down for maintenance. Card processing functionality should return after 3:30 AM. We apologize in advance for the outage and will provide updates here when our downtime is complete.

UPDATE (3:30AM PT): All clear. Card processing functionality has returned. Thanks again for your patience.

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We are currently experiencing some intermittent card processing outages. Our engineers are closely monitoring the situation and will update our users once the problem has been resolved. We appreciate your patience.

Update 5:13PM

We are updating all of our users to a back up card processor at this time. Service should be restored shortly.

Update 5:48PM

We completed the updates. Users should be seeing normal card processing at this time.

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On April 13th 2011, between 3AM and 4AM PT, Square will be performing scheduled maintance and will be unavailable for credit card processing during this time.

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UPDATE (2:15 AM PT): And we're back. User's who have been affected by this outage have automatically retried for verification and have been contacted if their verification was complete. Again, sorry for the inconvenience and thanks for your patience and being a valued customer of Square.

We are currently experiencing downtime in our identity verification platform. New merchants and merchants who are trying to activate their accounts may experience errors during verification steps. We apologize for this inconvenience and will resume services as soon as possible. As always, we will contact those who are affected by this downtime and have experienced errors.

Payments are not currently affected.

As always you can visit our help site for more information about identity verification.

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UPDATE 8:33 am PST: This issue has been resolved. 

Square is working to resolve issues with processing card payments as of 7:38 am PST.  Card authorizations and captures are currently failing with a message of "Server Error."

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This morning our Operations team received reports of payment problems from customers using ATT (formerly SBC) DSL lines.  We diagnosed the faulty route path and have re-routed connections to our backup ISP, connectivity has greatly improved - we no longer see timeout problems.  If you have questions or need help, please contact Square Support.

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Early on Thursday, March 10th, from 2am to 4am PST (view in your time zone), card processing through Square will be disabled while we perform an infrastructure upgrade. We expect card processing to be unavailable for at least 5 minutes during this maintenance window.

When card processing is unavailable, you will see an error in the Square app when you try to complete a payment: “A server error occurred while processing this transaction. Card not charged.”

The Square website will also be unavailable during this maintenance window.

Thanks for your patience while we work to upgrade our infrastructure. We will post an update here when the maintenance is complete.

EDIT: This maintenance is now starting @ 2011-03-10 2:00am PST

EDIT: Maintenance window done @ 2011-03-10 4:53 PST

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4:28 pm PST: The issue has been resolved.

3:50 pm PST: Card authorizations and captures may fail intermittently with a message of "Server Error." Repeating the authorization or capture attempt after a short delay may allow the payment to succeed.

Square is working to resolve intermittent issues processing card payments as of 3:50 pm PST.

If you have questions or need help, please contact Square Support.

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3:50pm PDT: The Square website and client applications are currently reporting timeouts and connection errors.  Our operations team is currently working to fix the issue, and we’ll update this blog entry when we have more information.

3:54pm PDT: The problem has been resolved.  If this downtime was the cause of any lost sales or other issues, please contact us at support@squareup.com and we’ll do our best to make everything right.

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Card authorizations may fail intermittently with a message of "Server Error." When this error is seen, your customer’s card will not be charged. Repeating the authorization attempt after a short delay may allow the payment to succeed.

Square is working with our card processing backend provider to resolve intermittent issues processing card payments as of 6:35 am PST.

If you have questions or need help, please contact Square Support.

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A small portion of Square users experienced issues receiving emails (such as receipts, password resets). The window of this incident occurred between Friday January 7th till Monday the 10th. The particular issue was traced a single server that was in misconfiguration state, engineers have now resolved this problem and added additional monitoring to catch further errors. Please contact support@squareup.com if you have any questions.

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From Wednesday, January 7th at 1am PST until 3am PST we will be performing maintenance. During this maintenance card processing may be briefly interrupted.  If card processing becomes unavailable, you'll see an error in the Square app when you try to complete a payment: "A server error occurred while processing this transaction. Card not charged."  If you see this message, please wait a few minutes and try again.

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Due to issues with our card processing backend, Square experienced issues processing card payments between 6:53 - 8:52 am PST. Users could successfully authorize card payments, but some transactions could not be completed and users would see an error message in this case. Cards were not being charged when a transaction could not be completed.

If you have questions or need help, please email us at support@squareup.com.

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10:38am PST: We’re seeing an elevated error rate when processing refunds issued through the Square website. Our on-call engineering team is investigating, and we’ll update this blog entry when we have more information.

When an error occurs, you’ll see a page that says "Server Error". Since the problem is intermittent, it's fine to try the refund request again.

UPDATE 2:10pm PST: The refund errors are still occurring. We have several engineers working on the issue, and hope to resolve it soon.

UPDATE 6:15pm PST: The problem is now resolved, and we’re in the process of contacting the users who had trouble requesting refunds today.

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1:40am PST: The Square client applications are currently reporting connection errors when trying to authorize card payments.

The two error messages we’re recording are:

• Server Error: TimeoutExceeded
• Connection Error: Unable to connect to the internet. Card not charged.

Our on-call engineering team is currently working to fix the issue, and we’ll update this blog entry when we have more information.

UPDATE 2:35am PST: The problem has been resolved. I'm sorry for the interruption in card processing. If these errors were the cause of any lost sales or other issues, please contact us at support@squareup.com and we’ll do our best to make everything right.

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6:35pm PST: The Square website and client applications are currently reporting an elevated error rate during payment processing. Our on-call engineering team is currently working to fix the issue, and we’ll update this blog entry when we have more information.

When an error occurs, you may see a message prompting you to retry the failed request. You can confirm this to try processing the payment or refund again.

UPDATE 7:02pm PST: The problem has been resolved as of 6:48pm PST. We’re in the process of contacting the users who had trouble processing payments or refunds. In the meantime, if these errors were the cause of any lost sales or other issues, please contact us at support@squareup.com and we’ll do our best to make everything right.

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9:18PM (PST) The authorization problem has been resolved. Please contact support@squareup.com if you have any questions.

8:40 PM (PST) Square is currently reporting intermittent timeouts and connection errors when capturing card payments. Our operations team is working to fix the issue, and we'll update this blog entry when we have more information.

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11:33 AM Our operations team has discovered the root of the issue and fixed it. Payment processing may take a bit longer than usual, but the payments will no longer timeout or fail to go through.

10:37 AM Square is currently reporting intermittent timeouts and connection errors when capturing card payments. Our operations team is working to fix the issue, and we'll update this blog entry when we have more information.

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