Teya Tap - Payment failure troubleshooting
Updated
There are several reasons why a payment might fail. Here are some of those and how to solve the problem.
Tapping on the right spot
Your customers might find it difficult to tap their card or phone correctly on yours, and therefore a payment might not be taken.
We suggest you to follow the tutorial and practice how to collect payments through Teya Tap: simply click on the question mark “?” icon on the top right of the Teya Tap screen.
You’re getting a “Payment declined” message
If a payment is declined, the Teya Tap screen will return a “Payment declined” message and a reason for the error. You can try once again to validate whether the issue is on the customer’s side.
If a payment is declined more than once, you can suggest your customer to try paying with a different payment method.
Network error - no internet connection
Like every other card machine, Teya Tap requires an active internet connection to accept payments. This can be either a Wi-Fi connection, or a data service (such as 4G).
Check your network connection; try taking the payment again once you are sure the network connection is strong again.
Location not found
Teya Tap requires “Location” to be turned on to process card payments. Failing to enable your location might result into failed payments.
To check if your location is enabled for Teya Tap, head to your phone’s settings and turn the toggle on.
If the error persists, you can try disabling and enabling location.
A payment is completed when you see the message “Approved. Do you want a digital receipt?”
To double check whether a transaction is successful, head to the Teya Business app Transactions screen.
If you’re still having trouble, contact us for help with the date, amount, and last 4 digits of the payment card of the specific transaction.