The most common problem is no internet connection
For the Surfpay POS app, the payment might have failed due to multiple reasons, such as:- Failure to update the app
- Device internet issues
Try to see if the app has an update waiting to be installed: https://play.google.com/store/apps/details?id=com.surfboard.checkoutx&listing=surfpay
If this doesn't work, try to restart the device.
Lastly, you can try to reinstall the app. Upon reinstallation you need to register it again in your Merchant Dashboard. Find out how you do that here »
For the SurfpayOne terminal, the most common problem is:
- No internet connection. Either your WiFi is not working, or the SIM card cannot reach any nearby cell tower due to energy glass on the building, placement in the basement or similar.
- The terminal is no up-to-date. Try to restart the terminal by holding the On/Off button on the right hand side for a couple of seconds until the Restart option appears.
- To force a restart, if the button is not working, remove the battery by removing the plastic on the back of the terminal.
Contact the support team for help.