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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.

Solution for contactless payments not working

  1. Check if 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 Point of sale and select Terminals.
    • Find the applicable terminal. You can search by the serial number listed on the back of the terminal.
    • Go to the Currencies and amounts tab
    • Select Brands and currencies
    • Check that the contactless currency matches the transaction currency.
    • Then go to the Currencies and amounts tab.
    • Check that the field under Contactless reader limit is higher than your transaction amount.
  2. If the above solution does not work, reboot the terminal.
  3. If rebooting does not solve the situation, contact POS support directly.

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.
  3. Ask the shopper (gently) if they have enough funds on the card.
    Connecting your terminal to the internet
  4. If the above solutions don't work, contact POS support directly.

Solution for declined card

  1. Checking if the card is eligable for your terminal:
    • Log in to your Customer area
    • Select the merchant account associated with the terminal
    • Go to Point of sale and select Terminals
    • Find the applicable terminal. You can search by the serial number listed on the back of the terminal.
    • Go to the Currencies and amounts tab
    • Select Brands and currencies and check if the card brand is listed. If it is not, but you believe it should be, then contact POS support directly.

None of the above?

If the above solution did not solve your problem, contact us for help.

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