A payment will not go through

Check a stuck or missing sale without recording the customer twice.

Updated 13 September 2026

During the pilot, Swipee records payments; it does not authorise cards or debit mobile-money wallets. Start by checking the system that actually handled the money, then check whether Swipee recorded the sale.

1. Check where the money moved

  • Cash: confirm the notes and change at the counter.
  • Card: read your own bank terminal's result or receipt.
  • Mobile money: confirm the payment in your merchant wallet or confirmation message.

Do not hand over goods because Swipee alone says Completed for a card or mobile-money record. That status means the record was saved, not that Swipee verified the external payment.

2. Check the transaction and queue

Open Transactions and look for the amount and time. If the till was offline, also open the queued-sales notice.

  • Completed — Swipee has the sale. Do not record it again.
  • Pending or Processing — refresh and check the queue before retrying.
  • Failed — the record did not complete. Confirm the external payment before deciding whether to try again.

3. Avoid a duplicate

If a request timed out, wait for the queue to settle and search the transaction list. Swipee reuses the original result when the same queued sale is sent again, but starting a completely new basket creates a different sale.

Card terminal declined

The decline came from your bank terminal. Ask the customer to try another card or payment method. Do not record Card in Swipee until the terminal approves.

Mobile money is missing

Check the merchant wallet, not only the customer's screenshot. If payment did not arrive, ask the customer to retry through your normal channel. The current Mobile Money screen has no separate provider-reference field, so keep that reference with your till paperwork; keypad sales can carry it in Add note.

The amount changed after an offline sale

Swipee keeps the sale and raises Amount mismatch under Settings → Needs Checking if the till total differs from the server's current catalogue. Review the sale, count or correct stock if necessary, then mark the row checked.

Still stuck

Keep the Swipee transaction reference, the external terminal or wallet reference, the time, and a screenshot. Then contact support.

Next steps

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