Skip to main content

Payment Problems

Start here when customers cannot pay, pay but the booth does not react, or the booth asks for payment when it should not. Problems are ordered by how often operators report them. Gateway setup is on Payment Gateway Reference.

A voucher or payment screen shows at a free booth​

On screen: The Payment screen or the voucher box at every start.

Also described as: "voucher code masih muncul setiap mau foto", "payment screen at a free event".

Check first: The booth's UI project, Payment Screen tab, Voucher under Payment Methods.

Fix: Switch Payment on this booth off and update the app to 1.2.21 or later; older versions keep the voucher screen while the Payment page has the Voucher method on. Follow A voucher or payment screen shows at a free booth.

Still stuck: Send support the booth name and its UI project name.

The test charge works in sandbox but is declined live​

On screen: "Couldn't create a test charge: Payment was declined by the provider. Please try again."

Also described as: "test charge gagal di production", "declined by the provider", "live payment doesn't work".

Check first: Settings > Payment Gateway: the keys on the gateway card, and Sandbox Mode.

Fix:

  1. The provider refused the request, which points at the account or the keys rather than the booth.
  2. Live keys go with Sandbox Mode off, and sandbox keys with it on. Edit the gateway and make them match.
  3. General tip: the provider must have approved your live account and turned on QR payments for it. Check that in the provider's own dashboard.
  4. Run Test again after any change.

Still stuck: Send support the gateway name and the time of the test. Never send your keys.

The Payment screen never appears​

On screen: No error. Sessions start straight away, free.

Also described as: "halaman pembayaran tidak muncul", "booth is free but should charge".

Check first: The operator menu checklist: Session price "No price set, so sessions run free." or Payments "No payment gateway is connected, so paid sessions cannot charge." And the menu badge: Watermarked means Pix Starter or Pix Pro ended.

Fix:

  1. Turn on Payment on this booth under Booths > booth > Configure > Pricing and set a session price.
  2. In the booth's UI project, the Payment Screen must have Enabled in session flow ticked.
  3. A watermarked computer always skips Payment. Put Pix Pro or an Event Pass on it. See Pairing and Pix Pro Problems.
  4. On an event, the event's Pay Per Session switch decides.

Still stuck: Send support the booth name.

The QR tile stays empty​

On screen: The Payment screen's QR area is blank while the timer runs.

Also described as: "QR tidak muncul", "QRIS kosong".

Check first: The booth's internet. The QR image comes through Pixture.

Fix:

  1. Fix the booth's internet.
  2. Then check the gateway under Settings > Payment Gateway and run Test.

Still stuck: Send support the booth name and the time.

The customer's wallet says "merchant not found"​

On screen: On the customer's phone: "merchant not found" (or "merchant tidak ditemukan").

Also described as: "merchant tidak ditemukan", "QRIS tidak bisa discan".

Check first: This is the customer's phone, not the booth's connection.

Fix:

  1. The wallet could not resolve the QR: poor mobile data, or a QR that expired after the payment timeout.
  2. Ask the customer to try again on a fresh QR, or use a voucher.

Still stuck: If every customer gets it, send support the gateway name and the time.

A customer paid but got no photo, or was charged twice​

On screen: Anything. The customer shows a payment on their phone.

Also described as: "sudah bayar tapi tidak bisa foto", "saldo terpotong dua kali", "charged twice".

Check first: Transactions, filtered to the booth and the time.

Fix:

  1. Contact support now.
  2. If the booth was offline at that moment, the payment may arrive late: Sync with payment gateway on Transactions pulls missing payments for a date range.

Still stuck: Send support the booth name, the time, the amount and the gateway's transaction reference.

Coins or the card reader are not counted​

On screen: The coin or card popup does not move on after the customer pays. A Nayax reader shows "Cash only".

Also described as: "koin tidak terbaca", "card reader not working".

Check first: Operator menu, Hardware API.

Fix:

  1. Coins not counted: turn on Enable keyboard coin input and set Coin key to what the acceptor sends.
  2. A cash system's sessions record as free: turn on Treat F13 as the cash system's paid signal.
  3. Nayax "Cash only": the reader's inhibit is active. Check the Nayax portal and that the CASH-Interface2 software is running.

Still stuck: See Hardware Payments, then send support the device model.

A voucher code is refused​

On screen: The voucher box does not accept the code.

Also described as: "kode voucher tidak bisa", "voucher invalid".

Check first: The code's length and its remaining uses on the Vouchers page.

Fix:

  1. Codes are 6, 7 or 8 characters. Check for a typo.
  2. A code that is used up must be refilled or replaced on the Vouchers page.

Still stuck: See Vouchers.