Terminal checkout stuck in "CANCEL_REQUESTED" state

Questions
1

One of our terminal checkouts appears to have got stuck in the “CANCEL_REQUESTED” state. It is checkout ID fOt5OIDwc7WqO.

It’s been in the “CANCEL_REQUESTED” state for nearly two hours.

This is what I see if I look in the API explorer:

{
  "checkout": {
    "id": "fOt5OIDwc7WqO",
    "amount_money": {
      "amount": 520,
      "currency": "GBP"
    },
    "reference_id": "1050112",
    "note": "Transaction 919002 payment 1050112",
    "device_options": {
      "device_id": "238CS145B2003056",
      "collect_signature": true,
      "tip_settings": {
        "allow_tipping": false
      },
      "skip_receipt_screen": true
    },
    "status": "CANCEL_REQUESTED",
    "created_at": "2023-09-09T14:00:41.541Z",
    "updated_at": "2023-09-09T15:46:19.154Z",
    "app_id": "sq0idp-ks4judTCWHPcDz85hCk7qg",
    "deadline_duration": "PT5M",
    "cancel_reason": "SELLER_CANCELED",
    "location_id": "L8MSBCS94TPG5",
    "payment_type": "CARD_PRESENT",
    "payment_options": {
      "autocomplete": true
    }
  }
}

Will this ever resolve to the “CANCELED” state?

2

Looking at the checkout now its status is CANCELED. I also see the logs and it was in a CANCEL_REQUESTED state for quite some time. I’m reaching out to the team about this. :slight_smile:

3

This has happened again: terminal checkout VssG9mqoRYlqO has been in the “CANCEL_REQUESTED” state for 21 hours:

{
  "checkout": {
    "id": "VssG9mqoRYlqO",
    "amount_money": {
      "amount": 1560,
      "currency": "GBP"
    },
    "reference_id": "430649",
    "note": "Transaction 359857 payment 430649",
    "device_options": {
      "device_id": "345CS145B7000171",
      "collect_signature": true,
      "tip_settings": {
        "allow_tipping": false
      },
      "skip_receipt_screen": true
    },
    "status": "CANCEL_REQUESTED",
    "created_at": "2024-02-15T14:12:37.554Z",
    "updated_at": "2024-02-15T23:02:56.868Z",
    "app_id": "sq0idp-ks4judTCWHPcDz85hCk7qg",
    "cancel_reason": "SELLER_CANCELED",
    "location_id": "L5CDE0H03SSFF",
    "payment_type": "CARD_PRESENT",
    "payment_options": {
      "autocomplete": true
    }
  },
  "cancel_requested_at": "2024-02-15T14:13:00.119Z"
}

So that we can open today I’m going to delete the reference to this checkout at our end and assume it will eventually cancel.

You might want to look into how this is getting stuck, though!

4

Update: this eventually cancelled after 24 hours:

{
  "checkout": {
    "id": "VssG9mqoRYlqO",
    "amount_money": {
      "amount": 1560,
      "currency": "GBP"
    },
    "reference_id": "430649",
    "note": "Transaction 359857 payment 430649",
    "device_options": {
      "device_id": "345CS145B7000171",
      "collect_signature": true,
      "tip_settings": {
        "allow_tipping": false
      },
      "skip_receipt_screen": true
    },
    "status": "CANCELED",
    "created_at": "2024-02-15T14:12:37.554Z",
    "updated_at": "2024-02-16T14:12:56.264Z",
    "app_id": "sq0idp-ks4judTCWHPcDz85hCk7qg",
    "cancel_reason": "TIMED_OUT",
    "location_id": "L5CDE0H03SSFF",
    "payment_type": "CARD_PRESENT",
    "payment_options": {
      "autocomplete": true
    }
  }
}
5

Thanks for bringing this to our attention. I’m escalating this to the team. :slightly_smiling_face:

6

The team took a look into this and they noticed that the Terminal is on version 6.11 and the latest firmware version is 6.36. There were some updates to the firmware that will prevent this from happening in the future and we recommend updating to the latest version. :slightly_smiling_face:

7

Ah, it was a brand new terminal on its first day — it probably hadn’t updated at that point. It’s on 6.36 now (and I see I have some on 6.37 as well!)

8

Perfect, that should prevent this from happening again. :slightly_smiling_face: