Troubleshooting common Square problems
Find what you see below, then follow the fix.
Connect Square does nothing, or you get a permissions error
Likely cause: only Owners and Admins can connect Square.
What to do: ask an Owner or Admin to connect it, or ask for your role to be changed.
"OAuth state expired" or "Failed to connect Square account"
Likely cause: the approval took longer than 15 minutes, or was started in a different browser session.
What to do: go back to Settings and select Connect Square again. Finish the approval in one sitting.
"Unable to fetch Square location"
Likely cause: your Square account has no location.
What to do: in your Square Dashboard, add a location, then try again.
"Failed to refresh Square token. Please reconnect your Square account."
Likely cause: Square rejected Relay Tow's saved access, for example because access was removed in Square.
What to do: disconnect Square in Relay Tow and connect it again.
Drivers see "Square Not Connected"
Likely cause: Square is not connected for your company.
What to do: an Owner or Admin connects it. Drivers do not need to do anything.
"Invoice total must be greater than 0"
Likely cause: the driver app invoice has no amount or items.
What to do: enter an amount or add line items.
"An invoice already exists for this dispatch"
Likely cause: a dispatch can have one invoice.
What to do: open the existing invoice and use its payment link.
Customer says the link does not open
Likely cause: the link is old or was replaced by a newer one.
What to do: generate a new payment link and send that one.
Customer paid but the invoice still shows unpaid
Likely cause: the update from Square has not arrived yet.
What to do: use the refresh option on the invoice. If it is still unpaid after a few minutes, contact support.
Customer did not get the invoice or receipt email
Likely cause: no email on the invoice, or it went to spam.
What to do: check the email address on the invoice, ask them to check spam, and resend the link by text or QR code.
A payment failed
Likely cause: the card was declined or the customer left checkout.
What to do: the invoice is still open. Send the link again so the customer can try another card.
Still stuck? Contact support and include your company name, the invoice number, roughly when the payment was made, and the exact message you saw. Do not send passwords or full card numbers. We never need them.