If you're having trouble processing a payment, be sure you've updated the app and you've tried these app troubleshooting tips. After troubleshooting the app, review the following topics to resolve the issue. If you're still having trouble, contact us for help with specific transaction.



Declined Cards


Error Messages


If a card is declined in the WallP app, you'll see one of the following errors:


  • "Declined. Card has expired. Please use a different card."
  • "Declined. Please use a different card."
  • "Declined. Please have cardholder call issuing bank before retrying transaction."
  • "Declined. Please verify the card number, expiration date, CVV."


Why was a Card Declined?


We're not given an exact reason a card is declined. If your customer has confirmed their card is valid the transaction still declines, they should contact their card-issuing bank for more information.


For manually entered transactions, WallP requires 100% accuracy. The information entered must match the payment card exactly.


Note: Declined cards may result in pending charges on your customer's bank statement. WallP immediately sends the void notification, but it may take the bank a few business days to remove the charge.



Red Card Numbers


A card's numbers will turn red if the information entered is incorrect. Verify with your customer that the information you're entering is correct.



Cancel Transactions


If you accidentally charge the wrong amount, you can cancel the payment by tapping the X in the top-left corner of the signature screen.



Internet Connectivity Disruption


WallP requires an active Internet connection to process payments. This can be either a Wi-Fi connection or a data service (such as 3G, 4G or EDGE). Choose Wi-Fi over your cellular network for a faster processing experience with WallP.


To do so:


  • Mobile devices display a list of Wi-Fi networks in range. Tap a network and, if necessary, enter the password to join.
  • If no Wi-Fi networks are available, your device may connect to the Internet over a cellular data network (EDGE, 3G or 4G). You can prevent your device from using cellular data in Settings.


Always check that you have a strong network connection before attempting to process a payment. Payments can fail if the connection is not strong enough.


If you accept Cash or Other Tender without an internet connection, you may see a list of uncompleted payments in-app. The payments will be recorded when Wi-Fi or data service is restored. This only applies to Cash or Other Tender processed with WallP app.



Pending Charges


If a payment is canceled, interrupted, or declined, your customer may see a pending charge on their card statement. It may look like the charge has posted to their account, but it should fall off after a few business days. WallP sends a void notification to the bank as soon as a payment becomes voided. It's then up to the bank to release any hold on the cardholder's funds.


If the transaction does not show up in your payment history, but appears on a customer's card statement, this is a sign that your customer is seeing a pending transaction and not an actual charge.



Confirm Successful Payments


To double-check the success of a payment:


  • A payment is not completed until you've passed the signature and confirmation screen and processed the full amount of the sale.
  • If there is a remaining balance on a transaction, it will need to be processed for the entire sale to be successful.
  • Confirm a successful transaction by checking Activity within the app or your payment history in your WallP Dashboard. If a transaction is not completed, it will appear in your Transaction Status report.


If you have questions about deposits, check out these troubleshooting tips.