Payment Transaction Errors & Declines

Transaction errors can arise from a variety of sources, including network issues, card reader malfunctions, misconfigurations, or even issues with the payment processor. Follow the steps below to diagnose and remedy the problem.

Symptoms

• Error Messages: The terminal displays error messages or codes during the payment process.
• Declined Transactions: Payments are being declined despite valid card details.
• Incomplete Transactions: Transactions are initiated but fail to complete, leaving both the customer and merchant uncertain about the outcome.
• Card Reader Alerts: The terminal displays messages related to card read errors or prompts to reinsert the card.

Troubleshooting Steps

1. Verify Network Connectivity:

   • Check Connection Status: Ensure the terminal is connected to a stable network (Wi-Fi, or cellular). A weak or intermittent connection can disrupt communication with the payment processor. For all Android based terminals, you can check the connection from the terminals Settings (⚙️). The SurfPad has it's own interface, which you can learn more about here »
   • Restart Network Equipment: If the terminal is connected to Wi-Fi but the connection appears unstable, try restarting your router or modem. Confirm that other devices on the network are functioning normally.

2. Review Error Codes and Messages:

   • Document the Error: Record any error messages or codes that appear during a failed transaction.
   • Consult the Error Code Guide: Refer to our error code reference documentation to understand what the specific error indicates and the recommended steps for resolution.

3. Inspect the Card Reader:

   • Clean and Check Hardware: Make sure the card reader is clean and free from debris. A dirty or obstructed reader can lead to misreads or errors.
   • Test Different Payment Methods: Try processing transactions using different card types (chip, contactless) to determine if the problem is isolated to one method.

4. Perform a Terminal Restart:

   • Reboot the Device: A simple restart can often resolve temporary glitches. Turn off the terminal, wait a few seconds, and then turn it back on.
   • Force a Restart if Necessary: If you are unable to reboot the device normally, you can perform a forced restart by carefully removing the battery and then reinserting it after a moment.

Additional Tips

• Maintain a Log: Keep a detailed log of any transaction errors, including the time, error codes, and any actions taken. This can be very helpful if issues persist and you need to escalate the matter.
• Check Our Payment Processing Status: Sometimes transaction errors may stem from issues on our side. Verify their system status via our status page at status.surfboardpayments.com
• Regular Maintenance: Routine checks and maintenance of your terminal and its peripherals can help prevent recurring issues.

When to Contact Support

If you continue to experience transaction errors or declines after following these troubleshooting steps, please reach out to our support team. When contacting support, provide the following details:

• Your device serial number.
• A detailed description of the issue, including any error codes or messages observed.

Our dedicated support team is available to help further diagnose and resolve any persistent issues.