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 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:

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,” 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.

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