Cancel_reason "TIMED_OUT" happening in unusual circumstances

We’ve been having some problems with checkout objects entering the CANCELED / TIMED_OUT state unexpectedly. This seems to happen when there is some problem with the Square terminal displaying an error message when a contactless card is used. (Unfortunately I haven’t been able to get a photo of the error message yet, staff are clearing it and trying again too quickly!)

An example: checkout olqlfCWfNcoqO was created at 2023-01-02T20:48:22.749Z and entered the TIMED_OUT state at 2023-01-02T20:48:37.972Z

This has been happening increasingly often recently; for example it happened five times last night at location L8MSBCS94TPG5, on multiple terminals.

We’ve had some customers report that their card is authorised but ultimately not charged when this happens.

All our terminals are currently on app version 6.5 and OS version 5.33.0051.

Any idea what is going wrong?

How are the Terminals connected to the internet? Are they wired or wifi? Is the internet connection a good connection? :slightly_smiling_face:

They are connected via WiFi. It is a good connection. Note that this is happening at all of our sites, not just one.

I’m checking with the team. :slightly_smiling_face:

Thanks for bringing this to our attention. The team has identified an issue and is working on a fix for this. :slightly_smiling_face:

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It looks like this is fixed now — we haven’t seen it happen since 12th January. Thanks!