A payment seems stuck or may have been taken twice

When the connection drops in the middle of a card payment, nobody can see straight away whether the card was charged. Verimly keeps checking with the bank and locks the order until it knows, so the guest isn't charged twice. Don't take payment another way while the order is locked.

Quickest fix

1. 1Stay on the payment screen. If it shows Verifying payment…, tap Check status.
2. 2If it changes to Approved, the payment is on the order. Tap Done.
3. 3If it changes to Declined, Payment canceled or Reader timed out, nothing was charged. Tap Try again or Choose another method.

If the reader never received the payment, Verimly finds this out by itself within a few minutes, marks it as failed and unlocks the order.

Check, step by step

1. Is a card payment still open on the order?

If you reopen the payment screen while a card payment is running, the POS says "A card payment is still open on this order — picked it up." Let it finish on the reader, or tap Cancel payment while it is still waiting for the card.

2. Was it started on another till?

The POS shows "Started on another terminal." You can leave the screen; cash and other methods stay locked until that payment ends. To stop it, tap Cancel payment and confirm Cancel the other terminal's payment?.

3. Does the order still have anything to pay?

Check the amount due and the Payments taken list. Another till, a guest paying by QR or a bar tab may have paid part of the bill meanwhile.

4. Check in the back office

• Orders, open the order: every payment, its tip and status.
• Payments: every card payment with its card, amount and status, from readers, table QR and online.
• Settings › Card payments, open the reader: the latest card payments on it with their status (Sending, On the reader, Being checked, Paid, Failed or Cancelled) and number of tries.

Error messages

CARD_PAYMENT_IN_PROGRESS

"A card payment for this order is already in progress." Only one card payment can run on an order at a time. Finish or cancel the one that is open (on this till or another) before starting a new one. On the POS the same lock shows as "Finish or cancel the card payment first."

PAYMENT_EXCEEDS_DUE

"Only {due} is left to pay on this order." The amount you entered is more than what is still due, usually because another payment came in meanwhile. Check Payments taken, then enter the amount shown or tap Pay the full amount.

ORDER_NOTHING_DUE

"Nothing is left to pay on this order." The order is already fully paid, for example by another till or by a guest with the QR code. Don't take another payment. Check the order's payments and close the screen.

CARD_PAYMENT_NOT_SDK

"This card payment is not taken in the POS app." The POS app tried to report on a payment that runs through Verimly's server instead of through the app. This can happen when a reader's connection was changed while a payment was open. Close the payment screen, open it again and follow the payment's status there. See How card readers connect.

GUEST_PAYMENT_PENDING

"A guest payment for this bill is being processed right now." A guest is paying by QR at the same moment. Wait a moment, then take only what is left.

If the guest was charged twice

The payment is never lost. A card payment that arrives for an order that was already paid in full, closed or voided is still booked, and it appears in the back office under Orders › Payment issues. Staff with the Refunds permission also see a red notice on the POS. A manager then refunds it to the card or keeps it. See Payment issues.

Never charge the card again "to test". Check Payments for the card before you refund anything.

Still not working?

Contact support and send:

• the order number and location
• the name of the till and the card reader
• the time and amount of the payment
• the last four digits of the card, if the guest shows you
• the error code or a photo of the screen