A payment failed in PaymentIQ. What should you check?

1. Find out who is affected

Check whether this is one customer's problem or something happening across many payments. Note when it started and which country, currency and payment method are involved.

• Does the payment screen open?
• Can the customer choose a payment method?
• Does the payment fail before or after the customer is sent to their bank?

2. Open the transaction details

If a transaction exists in PaymentIQ, read its status, error information and history. Compare it with a successful payment using the same method around the same time.

• If there is no PaymentIQ transaction, check what happened on the website or cashier before the request reached PaymentIQ.
• Read the provider's response when one is available. A general message on the payment screen may not explain the cause.
• Pending means a final result may still be outstanding. Check before treating it as a failure or asking the customer to try again.

Did the problem start with an integration? See what to check before launch.

3. Check what changed

Look for recent changes to payment rules, provider settings, the cashier or your website. Also check the official incident information available to your team. A change near the start of the problem is a clue, not proof.

• Check whether the payment went to the expected provider.
• Check whether the selected provider account supports the currency and payment method.
• Test a proposed fix in a suitable test environment before changing live settings.

4. Give the right team a clear problem to solve

A useful support request explains what happened, what should have happened and what you already checked. Send it to the team responsible for that part of the payment process.

• Include the affected method, environment, time and relevant transaction references through your company's approved support channel.
• Keep passwords, card details and session tokens out of the message.
• After a fix, check new payments to confirm that the problem is resolved.