Troubleshooting the Square integration
This article is designed to help you with any issues you might encounter with the Square integration. Please don't hesitate to get in touch with the team via live chat at the bottom right of your screen should you need any help with anything!
If you have any problems with Square itself or have questions about navigating your Square dashboard, you can find out how to contact Square here
When you connect your Square account, we will retrieve the information that WriteUpp needs to be able to send payments to Square. If anything has gone wrong with the connection process, you'll see it on screen like this:
In this example, "Unable to retrieve locations from Square" means that we've not had your locations from Square returned to us. To be able to use a location for payments, it must be both active and credit card enabled in your Square dashboard, which means that it must have a bank account linked to it for payouts.
To check that a location is active:
Navigate to your Square dashboard and open your account settings
Open the Business dropdown and select Locations
Check the status of your locations. Your view within the Square dashboard will depend on how many locations you have, and if you have some active and some inactive.
You must have at least one active location. To make a deactivated location active, click on the line containing the details and select "Reactivate Location" from the top left.
To check that a location has a bank account linked to it:
Within the same Locations section, click on the line containing the location you'd like to check
Scroll down to Bank Information
Next to Transfer Account, use the dropdown to select the bank account you'd like to use to receive funds from Square
Save the changes at the top right
If you don't have any bank accounts to select in the dropdown, you'll need to add your bank account to Square first. You can find out how to do that in the Square support centre. If you're recently created your Square account and added your bank details but are waiting for them to be verified, you won't yet be able to link your bank account. Once your bank account has been verified, which you can check in your Square Dashboard under Settings -> Bank Accounts, you'll be able to complete this step.
This does mean that you can't accept payments from your clients until your bank account has been verified by Square.
Once you have checked the above, please return to WriteUpp and the Square settings page and click on Reconnect my Square account. This will refresh the connection between your WriteUpp and Square accounts and correctly retrieve the location information.
If you have any general problems with your Square terminal, rather than with the link to WriteUpp, please contact Square directly here
If the quick payment icon doesn't appear at the top right of the appointment screen, please check the following:
Is Square connected? If your Square account hasn't been connected, you won't see the icon.
Does the appointment have a status in which ‘client attending’ is set to no? If the status associated with the appointment is non-attending, the icon (and the invoice icon for site administrators and privileged users) will not appear
Has the appointment already been invoiced? If the appointment has been invoiced, the icon won't appear. You can take payment by opening the invoice and initiating payment from the icon at the bottom right.
If you open an appointment from the diary and see this message:
It indicates that a payment for the appointment is in progress via the terminal. You should check the terminal for the payment status.
Square is only available to WriteUpp users based in the UK. For those of you who are not UK based, you will be able to set up Stripe, which allows online payments only
When paying an invoice online or prepaying an online booking, if this error appears after clicking on pay, your location for online payments has not been set up correctly.
Navigate to the Square settings and check the Online Payments section. You'll probably see a small grey box with nothing populated:
This indicates that when your Square account was connected to WriteUpp, we were unable to retrieve your locations from Square. To be able to use a location for payments and for us to retrieve a location, it must be both active and credit card enabled, which means that it must have a bank account linked to it.
To check that a location is active:
Navigate to your Square dashboard and open your account settings
Open the Business dropdown and select Locations
Check the status of your locations. Your view within the Square dashboard will depend on how many locations you have, and if you have some active and some inactive.
You must have at least one active location. To make a deactivated location active, click on the line containing the details and select "Reactivate Location" from the top left.
To check that a location has a bank account linked to it:
Within the same Locations section, click on the line containing the location you'd like to check
Scroll down to Bank Information
Next to Transfer Account, use the dropdown to select the bank account you'd like to use to receive funds from Square
Save the changes at the top right
If you don't have any bank accounts to select in the dropdown, you'll need to add your bank account to Square first. You can find out how to do that in the Square support centre. You will also need to wait until a bank account has been verified by Square before you can link it to a location.
If you have checked the above steps and the location is both active and credit card enabled, please click on Reconnect my Square account. This will refresh the connection between your WriteUpp and Square accounts and correctly retrieve the location information.
If you have any problems with Square itself or have questions about navigating your Square dashboard, you can find out how to contact Square here
Setup troubleshooting
Unable to retrieve locations from Square
When you connect your Square account, we will retrieve the information that WriteUpp needs to be able to send payments to Square. If anything has gone wrong with the connection process, you'll see it on screen like this:
In this example, "Unable to retrieve locations from Square" means that we've not had your locations from Square returned to us. To be able to use a location for payments, it must be both active and credit card enabled in your Square dashboard, which means that it must have a bank account linked to it for payouts.
To check that a location is active:
Navigate to your Square dashboard and open your account settings
Open the Business dropdown and select Locations
Check the status of your locations. Your view within the Square dashboard will depend on how many locations you have, and if you have some active and some inactive.
You must have at least one active location. To make a deactivated location active, click on the line containing the details and select "Reactivate Location" from the top left.
To check that a location has a bank account linked to it:
Within the same Locations section, click on the line containing the location you'd like to check
Scroll down to Bank Information
Next to Transfer Account, use the dropdown to select the bank account you'd like to use to receive funds from Square
Save the changes at the top right
If you don't have any bank accounts to select in the dropdown, you'll need to add your bank account to Square first. You can find out how to do that in the Square support centre. If you're recently created your Square account and added your bank details but are waiting for them to be verified, you won't yet be able to link your bank account. Once your bank account has been verified, which you can check in your Square Dashboard under Settings -> Bank Accounts, you'll be able to complete this step.
This does mean that you can't accept payments from your clients until your bank account has been verified by Square.
Once you have checked the above, please return to WriteUpp and the Square settings page and click on Reconnect my Square account. This will refresh the connection between your WriteUpp and Square accounts and correctly retrieve the location information.
Terminal troubleshooting
If you have any general problems with your Square terminal, rather than with the link to WriteUpp, please contact Square directly here
Unable to see quick payment icon
If the quick payment icon doesn't appear at the top right of the appointment screen, please check the following:
Is Square connected? If your Square account hasn't been connected, you won't see the icon.
Does the appointment have a status in which ‘client attending’ is set to no? If the status associated with the appointment is non-attending, the icon (and the invoice icon for site administrators and privileged users) will not appear
Has the appointment already been invoiced? If the appointment has been invoiced, the icon won't appear. You can take payment by opening the invoice and initiating payment from the icon at the bottom right.
Payment troubleshooting
Payment in progress, please check Square terminal
If you open an appointment from the diary and see this message:
It indicates that a payment for the appointment is in progress via the terminal. You should check the terminal for the payment status.
Square is only available to WriteUpp users based in the UK. For those of you who are not UK based, you will be able to set up Stripe, which allows online payments only
One or more of the arguments needed are missing or invalid
When paying an invoice online or prepaying an online booking, if this error appears after clicking on pay, your location for online payments has not been set up correctly.
Navigate to the Square settings and check the Online Payments section. You'll probably see a small grey box with nothing populated:
This indicates that when your Square account was connected to WriteUpp, we were unable to retrieve your locations from Square. To be able to use a location for payments and for us to retrieve a location, it must be both active and credit card enabled, which means that it must have a bank account linked to it.
To check that a location is active:
Navigate to your Square dashboard and open your account settings
Open the Business dropdown and select Locations
Check the status of your locations. Your view within the Square dashboard will depend on how many locations you have, and if you have some active and some inactive.
You must have at least one active location. To make a deactivated location active, click on the line containing the details and select "Reactivate Location" from the top left.
To check that a location has a bank account linked to it:
Within the same Locations section, click on the line containing the location you'd like to check
Scroll down to Bank Information
Next to Transfer Account, use the dropdown to select the bank account you'd like to use to receive funds from Square
Save the changes at the top right
If you don't have any bank accounts to select in the dropdown, you'll need to add your bank account to Square first. You can find out how to do that in the Square support centre. You will also need to wait until a bank account has been verified by Square before you can link it to a location.
If you have checked the above steps and the location is both active and credit card enabled, please click on Reconnect my Square account. This will refresh the connection between your WriteUpp and Square accounts and correctly retrieve the location information.
Updated on: 20/06/2022
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