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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

  1. Test the chip card reader and the magnetic swipe reader as described in the hardware diagnostics documentation.
  2. If the tests fail, contact our Support team.

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

Solution for contactless payments not working

  1. 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:

    • Log in to your Customer area.
    • Select the merchant account associated with the terminal.
    • Go to In-person payments > Terminals.
    • Find the applicable terminal. You can search by the serial number listed on the back of the terminal.
    • Select the Currencies & amounts tab.
    • Under Brands and currencies check whether the contactless currency matches the transaction currency.
    • Under Amounts, check whether the Contactless reader limit is higher than your transaction amount.

  2. If the currency matches and the transaction amount is within the limit, reboot the terminal.

  3. If rebooting does not solve the problem, contact Supportdirectly.

Solution for 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 do not work, contact Support directly.

Solution for declined card

  1. Verify that the card is eligible for your terminal:
    • Log in to your Customer area.
    • Select the merchant account associated with the terminal.
    • Go to In-person payments > Terminals.
    • Find the applicable terminal. You can search by the serial number listed on the back of the terminal.
    • Select the Currencies & amounts tab.
    • Under Brands and currencies check whether the card brand is listed. If it is not, but you believe it should be, contact Support directly.

Contact our Support team

If the above solutions do not solve the problem, contact us directly.

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