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Troubleshooting Pay By Link Transactions

  • Updated

Welcome to Teya’s troubleshooting guide for Pay By Link transactions. This resource is here to help you quickly resolve common issues and walk you through simple steps before reaching out for specialist support.

I’m Not Sure About the Status of My Pay By Link Transaction

It’s common for customers to let payment links expire or to skip the required 3D Secure authentication, which can prevent the payment from going through. If you’re unsure whether a transaction was successful, you can easily check its status.

You can find transaction statuses in the Terminal by navigating to Menu > Pay By Link, as well as in the Teya App. For more details, refer to our glossary, which provides clear descriptions to help you guide your customers on the next steps.

My Customer Didn’t Receive the Pay By Link

If your customer says they haven’t received the Pay By Link, start by double-checking the phone number or email address you entered when creating the link. Typos happen!

Try sending a new payment link to a different contact method (phone or email) with a small test amount. If they receive it, the issue is likely resolved. If the problem persists, please reach out to our Customer Relations team for help.

Guiding Your Customers Through the Payment Process

If your customers need help completing a payment using the payment link, you can guide them with the following steps:

  1. Instruct your customer to open the SMS or email received, which states that your business is requesting payment, the exact amount requested;
  2. For SMS requests, ask your customer to click on the link; for email requests, advice them to click on Proceed to Payment;
  3. They will be redirected to a new window and prompted to enter their card number, expiration date, and CCV security code;
  4. Once they have entered the required information, instruct them to click on Pay, and the payment will be processed. 

What are the error messages they can find?

Error Message Meaning
Failed Processing The server encountered an issue and couldn't process the transaction. Please ask your customer to try again.
Payment Failed The 3D Secure (3DS) cardholder authentication failed because:
  • The issuing bank did not approve the transaction.
  • The customer did not authorise the transaction in their banking app.
Advise your customer to try again.
Payment Declined This error can occur for several reasons:
  • The customer's card has expired. Ask them to use a different card.
  • The transaction amount exceeds the customer's card limit. You can either split the payment into smaller transactions and generate new payment links; or, ask the customer to use a card with a higher limit.
  • The customer does not have enough funds to complete the payment. Advise them to transfer funds or use another card.
  • The card issuer may have blocked the payment. Ask the customer to contact their bank for more information.

 

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