romedius33 Posted September 12, 2023 Share Posted September 12, 2023 Hello everyone, I have 3 iPads connected with 3 Zettles. We run a theater bar where we have about 100 transactions within half an hour (3 times a night). On two of the iPads I have a frequent problem with transaction fails. Out of the blue I get an alert window "Transaction Failed" (photos in attachment). It happens, let's say, every 5th time on one of the iPads and every 10th time on the other. On the 3rd iPad we never have problems. The display on the Zettle doesn't show that the transaction failed, we only see it on the screen of the iPad. Our solutions: - sometimes we do it again and it works (this is not very customer friendly, because we have to ask them back to do the transaction again, and they have to believe us we didn't charge them twice) - sometimes iPad and Zettle loose connection and we have to reconnect (this takes some time, we don't have with 50 customers waiting). Our internet connection is very stable and fast (fibre-optics). Our Loyverse software, iPads and Zettles have the latest update. We use Zettle Card Readers 2. Does anyone encounter the same problem? Greetings, Karl Link to comment Share on other sites More sharing options...
Shinjin Posted September 12, 2023 Share Posted September 12, 2023 Hello, Could you please tell us the names of the 2 POS devices that have been affected? Additionally, our team would like to ask if you can provide details like receipt numbers of sales that had such an issue or sales which you can see on your Zettle dashboard, but not on the POS app -> Receipts list if this ever happened. We will be waiting for your reply. Link to comment Share on other sites More sharing options...
romedius33 Posted September 14, 2023 Author Share Posted September 14, 2023 Hi Shinjin, Thanks for your fast response. The two affected iPads have the names: ipadblack (frequent drop outs) ipadblackwhite (less frequent drop outs) Unfortunately it's not visible on the Zettle dashboard if a transaction didn't work. It only shows the exectued transaction. Thanks again, Karl Link to comment Share on other sites More sharing options...
Shinjin Posted September 14, 2023 Share Posted September 14, 2023 Hello, Thank you for the details provided. Our team will investigate your issue and as soon as we will have any updates, we will let you know. Thank you for your cooperation and patience. Link to comment Share on other sites More sharing options...
Shinjin Posted September 15, 2023 Share Posted September 15, 2023 Hello, Our team has found no issues from our side and the message you are receiving is coming from Zettle's side. This can happen if your card terminal has weak connection or there's a lot of interference that causes the connection to become unstable. Please check with Zettle support team what can be done in this situation. If you have any additional questions about Loyverse, please feel free to let us know. Link to comment Share on other sites More sharing options...
Kimba Posted October 13 Share Posted October 13 Did u find a solution? We get this when we do phone transactions on zettle thru loyverse. Link to comment Share on other sites More sharing options...
Shinjin Posted October 14 Share Posted October 14 Hello @Kimba As suggested previously, if you are seeing the same message as above, please first contact the Zettle support team as the message on the screen is displayed from their side. Please keep in mind that this can happen if your card terminal has weak connection or there's a lot of interference that causes the connection to become unstable. Please check with Zettle support team what can be done in this situation. Link to comment Share on other sites More sharing options...
Kimba Posted October 16 Share Posted October 16 It is not zettle we can open the zettle app bypassing loyverse and it takes phone payments fine as soon as put loyverse in phone payments come up with this error. The customer gets pinged to say transaction ok and we have say no it not gone thru. Later on the customer gets pinged say failed Link to comment Share on other sites More sharing options...
Shinjin Posted October 16 Share Posted October 16 Hello @Kimba The error message displayed on the screen during the transaction process is controlled by Zettle. If you have issues where such a message appears on the screen, we recommend making sure that your card reader and POS device have a stable Internet connection. Otherwise, please contact Zettle customer support. Link to comment Share on other sites More sharing options...
ColoradoBound Posted December 4 Share Posted December 4 @romedius33 Any further updates on this? Did you come up with a solution beyond the ones you originally mentioned? Link to comment Share on other sites More sharing options...
Shinjin Posted December 5 Share Posted December 5 Hello @ColoradoBound, We have not received any further feedback from any of the users with this issue. If you are experiencing the same issue as above, we recommend you try updating the Loyverse POS app to the latest version, and update the card terminal to the latest firmware (steps should be provided on Zettle side). Updating your card reader softwarehttps://www.zettle.com/gb/help/articles/2152006-updating-your-card-reader-software If your issue persists, we recommend contacting the Zettle customer support team. 1 Link to comment Share on other sites More sharing options...
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