Payment Failed — What to Do

When a client tries to pay and the transaction is declined, hangs, or the balance doesn’t top up, the fix depends on where the failure occurred — at the bank, the terminal, or the connection between the terminal and IZI. In most cases you can restore service within a few minutes: read the error message, check Transactions in IZI CRM, and offer an alternative payment method while you investigate. This page walks through each failure type and the exact steps to resolve it.

When Payment Failures Occur

• The client’s bank declined the card (insufficient funds, card blocked, or transaction restrictions)
• The terminal lost connection to the bank’s processing server
• The internet on the checkout device dropped during the transaction
• The transaction was approved by the bank but didn’t reach IZI (rare — network timeout)
• Fiscalization error — funds were charged but no fiscal receipt was generated
• A new operation was started before the previous one completed, creating a duplicate

Quick Checks — Under 5 Minutes

Before diving into specific error types, run through these in order:

1. Read the error message — IZI CRM and the terminal both display a specific code or description. Write it down — this speeds up diagnosis significantly.

2. Check Transactions in CRM — open the last 15 minutes and find the operation. Status “Pending” means wait 1–2 minutes. Status “Error” means read the description. No transaction at all means the operation was never initiated.

3. Check internet on the checkout device — open any website in a browser. Without a working connection, no card payment method will work.

4. Restart the terminal — most temporary terminal errors clear after a 10-second power cycle.

5. Offer an alternative — while you investigate the root cause, accept cash. The client shouldn’t have to wait.

Step-by-Step: Check Transaction Status in CRM

1. Open Transactions
2. Set the filter to the last 15 minutes
3. Find the client’s transaction and check its status:
   • Completed — funds were credited; the problem is elsewhere
   • Pending — the bank is still processing; wait 1–2 minutes
   • Error — the transaction was declined; the reason appears in the transaction details
   • No transaction at all — the operation was never initiated on the IZI side

Actions by Error Type

Bank decline: Insufficient funds

The client didn’t have enough money on the card. Offer a different card or cash. This is not an IZI issue — retrying with the same card will not help.

Bank decline: Card blocked or transaction rejected

The client’s bank blocked the operation — common reasons include spending limits, fraud suspicion, or country restrictions. The client needs to call their bank. A different card or cash is the immediate workaround.

Error: No connection to processing

Temporary internet issue or a problem with the processing server. Wait 1–2 minutes and try again. If the problem repeats, see CloudPayments Acquiring Issues.

Error: Transaction timeout

The client or cashier didn’t complete the operation in time and the terminal reset the session. Start the transaction over from the beginning.

Fiscalization error

Funds may have been charged but the fiscal receipt was not generated:

1. Check the transaction status in CRM — a status of “Completed” means funds were credited
2. Record the transaction number
3. Contact IZI support — a specialist will correct the fiscal record
4. Do not attempt to run the same amount again — this will create a duplicate charge

Transaction approved by bank but missing from IZI CRM

This is rare and occurs when the network drops at the exact moment of confirmation:

1. Ask the client to show the debit notification (SMS or push from their banking app)
2. Record the amount, time, and last 4 digits of the card
3. Contact IZI support with this information — the transaction can be matched and credited manually
4. Do not add balance manually before support confirms — this risks a double credit

Accept Cash as a Fallback

If the terminal is not working:

1. In CRM → client profile → Top up balance → select Cash
2. Enter the amount and confirm
3. The cash entry is automatically recorded in the current cash shift

Double Charge

If the client sees two debits on their account:

1. Record both charges: amount and time of each
2. Contact IZI support — you will need the client’s bank statement or a screenshot from their banking app
3. Do not process a manual refund without confirmation from support — doing so can corrupt the fiscal records for the shift

Prevention

• Check internet connectivity on the checkout device at the start of every shift.
• Keep the terminal on constant power — a low-battery terminal is more likely to freeze or disconnect.
• Set up a backup internet connection (mobile router) in case the primary goes down.
• Once per shift, confirm that the point-of-sale software and terminal are in sync.

See Also

• CloudPayments Acquiring Issues
• Cash Shift Won’t Close — What to Do
• Receipt Printer Not Printing — What to Do
• Common Errors and Codes in IZI
• Contact IZI Support