Transaction failed on Zettle

[romedius33]

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

 

[Shinjin]

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.

[romedius33]

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

[Shinjin]

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.

[Shinjin]

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.