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Recommended solutions for common issues with PayPal and Square.
If you’re having trouble with your payments, review the information below before contacting support.
PayPal encrypted website payments error
Paypal may display this error message for your clients if you changed your PayPal settings to require encrypted buttons: "The seller accepts encrypted website payments only. You cannot pay the seller through un-encrypted buttons. Please contact your seller for more details".
If you require encrypted buttons, it’s not possible to create the dynamic buttons needed to connect to PayPal. Keep in mind, your Acuity and PayPal connection is always encrypted and secure, even without encrypted buttons.
To turn on dynamic buttons, go to your PayPal website preferences section. Find the Encrypted Website Payments setting, then click Off. For more detailed steps, visit Paypal's documentation.
PayPal payment cannot be processed error
PayPal may display this error message for your clients if your PayPal integration needs to be updated: "This PayPal payment cannot be processed. Please contact the business."
To update your PayPal integration:
- Open the Payments panel.
- Find PayPal and click Disconnect.
- Click Connect to reestablish your PayPal integration.
PayPal appointments don’t appear
If clients’ payments are showing up in PayPal, but the matching appointments aren’t showing up in Acuity, PayPal may have turned off instant payment notification (IPN). When IPN is off, Acuity isn’t notified when clients complete the payment process.
To re-enable instant payment notification, update your instant payment notification settings:
- Depending on your version of PayPal, this will be in PayPal’s My selling tools or My selling preferences panel.
- If PayPal asks for an IPN URL, use https://secure.acuityscheduling.com/scheduleIPN.php.
Square location or currency error
If your clients encounter the error message “We cannot process your payment at this time, please contact the business to complete booking,” or if you encounter the error message "The currency you have chosen does not match the currency used for your Square location, or your location is set incorrectly. Please double check these settings," there’s a problem with your currency or location settings in either Acuity or Square.
First, verify that the currency you’ve chosen in Acuity matches the currency you’ve chosen in Square. The two currencies must match for payments to succeed.
If you’ve confirmed your currencies match, contact Square and tell them you believe there’s a problem with your account location.
Stripe currency restriction for domestic cards
In certain countries, Stripe limits the currencies that can be charged to domestic cards. If this limitation is blocking a client from booking, they may see the error message "Unable to process request," when attempting to check out.
Checkout is currently unavailable
If your clients encounter the error message "Checkout is currently unavailable. Please contact the business, or try again later," Acuity is connected to a Stripe account that's not active for payment processing.
If your clients encounter this message, log into Stripe to review your Stripe account's status. Possible causes of this problem include Stripe being in test mode and your Stripe account having outdated bank details.
If you're still unable to process payments, contact Stripe and ask why your account is inactive for processing payments.