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 may sometimes have trouble tapping their card or phone correctly on your device, which can result in a failed payment.
An in-app tutorial is available by clicking the question mark icon in the top right corner of the screen.
You are getting a Payment declined message
If a payment is declined, the app will show 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 that your customer try using a different payment method.
Please note: American Express (Amex) payments are not supported on Tap to Pay.
Network error - no internet connection
Like every other card machine, Tap to Pay 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. Once you are sure the connection is strong again, try taking the payment again.
Location not found
Tap to Pay requires Location Services to process card payments. You can verify its status by opening your phone's Settings and reviewing if Location Services are turned on.
If the Teya App is running on the latest version, your location is on, and the error persists, you can try to switch on/off the Location Services and contact us through chat, if needed.
| Note: A payment is only complete when you see the message Approved. Do you want a digital receipt?. To double-check, go to the Transactions screen in the Teya app. |