Payment Failure

The terminal’s payment function isn’t working properly. 

Your terminal’s contactless function is not working properly, payments are being declined, or a card is not accepted.

Run hardware tests

Solution for contactless payments not working - Contact Support 

Solutions or payments being declined

Solution for declined card

Contact your Support Team

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Run hardware tests

1.  Test the chip card reader and the magnetic swipe reader as described in the hardware diagnostics documentation.

2.  If the tests fail, contact your Support Team.

If the problem doesn't seem related to the terminal hardware, continue with the next solutions.

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Solution for contactless payments not working - Contact Support 

Contact your Support Team to verify that the transaction currency is equal to the available currency for your contactless settings, and that the transaction amount is below the configured limit.  

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Solutions or payments being declined

1. Let the shopper try a different card or try the same card in a different terminal.

2. Check that the terminal is connected to the internet.
   Connecting your terminal to the internet

3. Ask the shopper (gently) if they have enough funds on the card.

4. If the above solutions don't work, contact your Support Team directly.

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Solution for declined card

Contact your Support Team to verify that the card is eligible for your terminal.

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Contact your Support Team

If the above solutions do not solve the problem, contact your Support Team.

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