Hi everyone. I’m genuinely looking for insight because we are at a breaking point.

We are a busy medical spa processing high-dollar transactions daily, and the Boulevard terminal issues have become incredibly disruptive to our operations. There have been multiple instances where the terminal simply won’t process payments at checkout. We ask patients to re-run their card several times, they call their bank while standing at the desk, and the bank doesn’t even see an attempted transaction. It’s embarrassing and it undermines trust at the end of what should be a seamless visit.

For context:
• We have the newest iPads
• We just purchased the Boulevard Duo terminals in November, so they are very new
• Firmware, keys, and software are consistently updated (Even when unprompted)
• Our internet connection is strong and stable

Despite this, we are still experiencing failures.

If we cannot accept payment at checkout, what is the expectation? We already keep cards on file, but charging cards after a patient leaves is not a true safeguard. A card can decline later, a patient may not answer, and now we’re chasing payment after services that have already been rendered. For high-dollar treatments, that risk is significant, and kind of shady!

Additionally, when Boulevard crashes entirely (like on January 20th and February 10th), how are other businesses handling that day’s payments? How are you operating in real time? Are you manually invoicing later? Using external terminals? What has actually worked?

Another major challenge has been access to support. I cannot get anyone on the phone. The help chat is responsive, but the response is almost always that a team is “looking into it and will provide an update shortly.” I understand this is a large company, but when payments are not processing in real time, that is a time-sensitive operational issue. Email follow-up can take too long in those moments.

Does anyone have a direct support phone number they are willing to share? We are no longer within the onboarding window, and our onboarding specialist directed us back to support chat as the fastest method. In urgent payment situations, I need to be able to speak with someone live. Support is GREAT, and so was our onboarding specialist. But some things need more attention.

This is affecting daily revenue flow and patient experience in a very real way. I would truly appreciate hearing how others are navigating this.

Thanks!