{"title":"Payment failure","category":"default","creationDate":1555424040,"content":"<p>Your terminal's contactless function is not working properly, payments are being declined, or a card is not accepted.<\/p>\n<h2>Run hardware tests<\/h2>\n<ol>\n<li>Test the chip card reader and the magnetic swipe reader as described in the <a href=\"\/point-of-sale\/pos-troubleshooting\/hardware-tests\">hardware diagnostics documentation<\/a>.<\/li>\n<li>If the tests fail, contact our Support team.<\/li>\n<\/ol>\n<p>If the problem doesn't seem related to the terminal hardware, continue with the next solutions.<\/p>\n<h2>Solution for contactless payments not working<\/h2>\n<ol>\n<li>\n<p>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:<\/p>\n<ul>\n<li>Log in to your <a href=\"https:\/\/ca-live.adyen.com\/ca\/ca\/login.shtml\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer area<\/a>.<\/li>\n<li>Select the merchant account associated with the terminal.<\/li>\n<li>Go to <strong>In-person payments<\/strong> &gt; <strong>Payment devices<\/strong>, and select the <strong>Terminals<\/strong> tab.<\/li>\n<li>Find the applicable terminal. You can search by the serial number listed on the back of the terminal.<\/li>\n<li>Select the <strong>Currencies &amp; amounts<\/strong> tab.<\/li>\n<li>Under <strong>Brands and currencies<\/strong> check whether the contactless currency matches the transaction currency.<\/li>\n<li>Under <strong>Amounts<\/strong>, check whether the <strong>Contactless reader limit<\/strong> is higher than your transaction amount.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>If the currency matches and the transaction amount is within the limit, reboot the terminal.<\/p>\n<\/li>\n<li>\n<p>If rebooting does not solve the problem, contact Support directly.<\/p>\n<\/li>\n<\/ol>\n<h2>Solution for payments being declined<\/h2>\n<ol>\n<li>Let the shopper try a different card or try the same card in a different terminal.<\/li>\n<li>Check that the terminal  is connected to the internet.<br \/>\n<a href=\"\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/not-connected\">Connecting your terminal to the internet<\/a><\/li>\n<li>Ask the shopper (gently) if they have enough funds on the card.<\/li>\n<li>If the above solutions do not work, contact Support directly.<\/li>\n<\/ol>\n<h2>Solution for declined card<\/h2>\n<ol>\n<li>Verify that the card is eligible for your terminal:\n<ul>\n<li>Log in to your <a href=\"https:\/\/ca-live.adyen.com\/ca\/ca\/login.shtml\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer area<\/a>.<\/li>\n<li>Select the merchant account associated with the terminal.<\/li>\n<li>Go to <strong>In-person payments<\/strong> &gt; <strong>Payment devices<\/strong>, and select the <strong>Terminals<\/strong> tab.<\/li>\n<li>Find the applicable terminal. You can search by the serial number listed on the back of the terminal.<\/li>\n<li>Select the <strong>Currencies &amp; amounts<\/strong> tab.<\/li>\n<li>Under <strong>Brands and currencies<\/strong> check whether the card brand is listed. If it is not, but you believe it should be, contact Support directly.<\/li>\n<\/ul><\/li>\n<\/ol>\n<h2>Contact our Support team<\/h2>\n<p>If the above solutions do not solve the problem, contact us directly.<\/p>\n<div style=\"text-align: center;\">\n<div class=\"next-steps\" id=\"next-steps\" style=display:block;>\n<a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" class=\"next-steps__step\" style=\"width:45%;\" target=\"_self\"><p class=\"next-steps__body\"><p><strong>Submit a Support request<\/strong><\/p><img src=\"\/user\/themes\/adyen\/images\/illustrations\/email.svg\"><p>for specialized help.<\/p><\/p><\/a><\/div>\n\n<\/div>\n<p><a href=\"\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\" class=\"adl-button adl-button--secondary\">Previous step<\/a><\/p>","url":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/payment-failure","articleFields":{"description":"The terminal's payment function isn't working properly.","last_edit_on":"14-05-2019 15:37"},"algolia":{"url":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/payment-failure","title":"Payment failure","content":"Your terminal's contactless function is not working properly, payments are being declined, or a card is not accepted.\nRun hardware tests\n\nTest the chip card reader and the magnetic swipe reader as described in the hardware diagnostics documentation.\nIf the tests fail, contact our Support team.\n\nIf the problem doesn't seem related to the terminal hardware, continue with the next solutions.\nSolution for contactless payments not working\n\n\nVerify that the transaction currency is equal to the available currency for your contactless settings, and that the transaction amount is below the configured limit:\n\nLog in to your Customer area.\nSelect the merchant account associated with the terminal.\nGo to In-person payments &gt; Payment devices, and select the Terminals tab.\nFind the applicable terminal. You can search by the serial number listed on the back of the terminal.\nSelect the Currencies &amp; amounts tab.\nUnder Brands and currencies check whether the contactless currency matches the transaction currency.\nUnder Amounts, check whether the Contactless reader limit is higher than your transaction amount.\n\n\n\nIf the currency matches and the transaction amount is within the limit, reboot the terminal.\n\n\nIf rebooting does not solve the problem, contact Support directly.\n\n\nSolution for payments being declined\n\nLet the shopper try a different card or try the same card in a different terminal.\nCheck that the terminal  is connected to the internet.\nConnecting your terminal to the internet\nAsk the shopper (gently) if they have enough funds on the card.\nIf the above solutions do not work, contact Support directly.\n\nSolution for declined card\n\nVerify that the card is eligible for your terminal:\n\nLog in to your Customer area.\nSelect the merchant account associated with the terminal.\nGo to In-person payments &gt; Payment devices, and select the Terminals tab.\nFind the applicable terminal. You can search by the serial number listed on the back of the terminal.\nSelect the Currencies &amp; amounts tab.\nUnder Brands and currencies check whether the card brand is listed. If it is not, but you believe it should be, contact Support directly.\n\n\nContact our Support team\nIf the above solutions do not solve the problem, contact us directly.\n\n\nSubmit a Support requestfor specialized help.\n\n\nPrevious step","type":"page","locale":"en","boost":16,"hierarchy":{"lvl0":"Home","lvl1":"In-person payments","lvl2":"Troubleshooting terminals","lvl3":"Terminal turns on","lvl4":"Payment failure"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/point-of-sale","lvl2":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting","lvl3":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/terminal-turns-on","lvl4":"\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/payment-failure"},"levels":5,"category":"In-person payments","category_color":"green","tags":["Payment","failure"]}}