A bar tab can't be opened, raised or charged
What to do when a tab's card is declined, the hold can't be raised, or closing the tab fails, with every bar tab error explained.
On this page
A bar tab depends on the guest's card twice: once when the hold is placed, and again when the tab is charged. Either step can fail. The guest has not paid anything when a step fails, so the fix is always to get the bill paid another way or with another card.
Quickest fix
If closing the tab fails with "The card could not be charged. Take payment another way.", tap Take payment another way on the close screen and take cash, another card or a gift card on the normal payment screen. Once the order is paid, the hold on the first card is released automatically.
Find what's wrong
Tabs that need a look are counted at the top of Bar tabs ("1 needs a look") and show a warning on the tab and its order.
| Warning on the tab | What it means | What to do |
|---|---|---|
| Card declined | The card was refused when the tab opened. No hold was placed. | Tap Try again, or ask for another card. If nothing was ordered, Release hold removes the tab. |
| Hold not raised / The card declined a higher hold | The bill passed 80% of the hold and the card refused a higher hold. | Tap Raise hold on the order to try again. If it keeps failing, close the tab now or ask for another payment method before more rounds. |
| This card cannot raise its hold | The card type does not allow raising a hold. | Keep the bill within the hold, or settle and start a new tab. |
| The hold cannot be raised any further | The hold was already raised the maximum number of times (10). | Close the tab and start a new one if the guest stays. |
| Above the hold | The bill is higher than the amount held. | Closing asks the card for the difference. If that fails, take payment another way. |
| Charging the card failed | A close was tried and the card could not be charged. The tab is open again. | Take payment another way. The tab is not retried automatically. |
| Closes by itself at {time} | The hold runs out soon and the tab will be charged automatically. | Close it yourself if the guest is still there. |
Error messages
| Code | Message | What to do |
|---|---|---|
TAB_CAPTURE_FAILED | The card on this tab could not be charged. Take the payment another way. | Use Take payment another way. The tab stays open until the order is paid. |
TAB_NOT_RETRYABLE | This tab cannot be sent to the card reader again. | Try again only works for a tab whose card was declined when it opened. If the hold was already placed, or the order is closed, there is nothing to retry. Refresh the list; open a new tab if needed. |
TAB_SDK_READER_UNSUPPORTED | Bar tabs can't use a reader connected directly to the POS app yet. Choose another card reader. | Pick a reader connected Through Verimly's server (recommended), or change the reader's connection in the back office. See How a card reader connects. |
TAB_INCREMENT_LIMIT | The hold on this card cannot be raised any further. | Close the tab and start a new one. |
TAB_EMPTY | Nothing is due on this tab. Release it instead. | Use Release tab. |
TAB_NOT_EMPTY | This tab has items or payments, so it cannot be released. Close it instead. | Use Close tab and charge it. |
TAB_NOT_OPEN | This bar tab is not open (status: …). | The tab is still waiting for the card, already charging, or closed. Wait a moment and refresh. |
TAB_CLOSING | This tab is being charged on its card right now. Wait a moment, then check the order again. | Don't take another payment yet. Reopen the order after a few seconds. |
Escalating checklist
- Is the reader online? If the tab never reaches the card, see The card reader is offline. The reader screen shows "Reader offline" or "Reader busy" in that case.
- Is the right reader chosen? Tabs need a reader connected through Verimly's server. A Bluetooth reader, or one connected directly from the POS, cannot run tabs.
- Is it the card? A decline on opening or on raising the hold comes from the guest's bank. Ask for another card, or take payment another way.
- Is someone else closing the tab? Two people closing the same tab at once get
TAB_CLOSINGorTAB_NOT_OPEN. Let the first close finish. - Are card payments active? If Verimly Payments is paused or not finished, tabs cannot open. Check Settings › Card payments in the back office. See Set up Verimly Payments.
When the guest has left
If a guest leaves without closing, the tab is charged automatically one hour before its hold runs out, with the Automatic tip if you set one. If that charge fails, the tab stays open with "Charging the card failed" and is not tried again. The back office shows it under Orders › Bar tabs with a warning; settle it on the POS.
Still not working?
Contact support and send:
- the tab name and order number,
- the till and card reader used,
- the time of the failed step,
- the error code or a photo of the message.
See Contact support.