A payment will not go through

Start here, in order. Most payment problems are one of the first three.

1. Check your connection

A weak signal is the most common cause. Look at the signal bar, and try loading any web page. If the network is down, take the payment in cash and record the sale once you are back online — the till keeps working offline.

2. Check the status, not the screen

Open Transactions and look at the sale itself.

• Completed — the payment worked. Do not take it again.
• Failed — nothing was charged. Try again or use another method.
• Processing — wait up to a minute, then refresh.

See Understand transaction statuses.

3. Do not charge twice

Before retrying, refresh the transaction list and look for a completed sale of the same amount. Swipee already guards against accidental duplicates — a repeated request for the same sale within 24 hours returns the original result rather than charging again — but checking first is faster than explaining afterwards.

Card declined

The card issuer declined, not Swipee. Ask the customer to:

• try the card again,
• try a different card,
• or pay another way.

Swipee shows the reason where the issuer gave one.

A card will not tap

• Check NFC is on in the phone's settings.
• Hold the card flat against the top rear of the phone and keep it still.
• Remove a thick or metal phone case.
• Try inserting the card instead, if you have a reader.

See Card payments.

Mobile money did not arrive

Swipee records the sale but does not debit the customer's wallet during the pilot. Confirm the money landed in your own wallet before releasing goods. See Record a mobile money sale.

Over the limit

A single sale is capped at US$10,000. Split a larger sale into more than one transaction.

Still stuck

Note the transaction reference and the time, then contact support. The reference is what lets us find the exact sale.