Your MassageBook account and Square account are connected through what is called a token. The token acts as a kind of key with which MassageBook can access the doors of your Square account.
Once in a while, the token breaks or is revoked. When that happens, your MassageBook and Square accounts might look as if they're still connected but MassageBook can no longer access your Square account and so credit card transactions cannot be processed.
Unfortunately, Square does not alert us to token issues for 14 days after the token breaks/is revoked. In these cases, a new token must be acquired by going through the disconnection and reconnection process.
There is a quick test you can run if you suspect that there is an issue with the connection between your MassageBook account and your Square account. Please see the steps below:
- Select Cash Register on the toolbar.
- Select Add Product.
- Enter "Test" as the name, a quantity of 1, and whatever price you'd like (the transaction is not going to be completed so the price really doesn't matter).
- Select a client (the transaction is not going to be completed so the client you select doesn't matter).
- Select Checkout.
- Check whether you can select the Charge option listed under Payment Method.
If you can select Charge, then your MassageBook account has access to your Square account.
If the Charge option is greyed out and cannot be selected, your MassageBook does not have access to your Square account and so you will need to disconnect and reconnect: