POS (Point of Sale) machines are useful tools for many small businesses and POS or money agents. Sometimes, transactions might fail and cause confusion and misunderstanding between the agent and customers. It happens, but the good news is that most failed POS transactions can be resolved once you know what to look for. This post contains a simple guide to help you troubleshoot POS transaction failures. 

Below is a guide on how to resolve failed POS transactions;

• Check for Network Issues

Most failed POS transactions result from poor internet service. The transaction will fail if your POS device is not connected to a stable network (Wi-Fi or mobile data).

What to do:

• Check your network signal strength.
• Restart your device or switch to a stronger network (if possible).
• If you’re using a SIM-based POS, try turning the airplane mode on and off or restarting the device.

• Pay Attention to Error Messages

Your POS machine may display specific error messages like Error 05- “Do not honor” or Error 51- “Insufficient funds”( read more about other types of errors)

What to do:

• Do not ignore the message (check here for more information)
• Look it up in your POS terminal’s user manual or ask your service provider what it means.
• Some errors are temporary and will be resolved after you try again.

• Confirm the Customer’s Balance

If the message says “insufficient funds,” politely ask the customer to check their account balance via mobile banking or USSD.

Tip:
The customer may be unaware of other pending deductions or failed reversals affecting their balance.

• Retry the Transaction

If there is no clear reason why the transaction failed, you can try again before you do; always ask the customer to confirm they haven’t been debited.

• Customer Debited, Agent Not Credited? Here’s What to Do

If a transaction fails but the customer gets debited:

• Check your POS transaction history to see if it reflects this.
• Ask the customer to check their mobile banking app or SMS alerts.
• If you did not receive the funds, advise the customer to wait 24 hours for an automatic reversal.
• The customer should contact their bank with the transaction reference number if there is no reversal.

• Have Backup Payment Options Ready

It is always a good idea to offer alternative payment methods if POS fails. You can:

• Share your bank account details for a direct transfer.
• Accept USSD payments.
• Use QR code options if available.

• Contact Your POS Provider

If you are facing repeated failures, frozen transactions, or hardware issues:

• Contact your POS service provider immediately.

For Kashzoo agents, customer support is available via Whatsapp, Instagram and email. Kashzoo support is well equipped to help resolve technical and transaction-related issues.

• Update POS Software

If your POS software is outdated, your POS may become incompatible with new card types or bank updates.

What to do:

• Check for software or firmware updates.
• Ask your POS provider how to keep your device updated.

• Keep Records of All Transactions

As an agent, always keep track of daily sales, failed transactions, successful transactions and customer complaints.
Having a record helps when following up with providers or banks in disputes.

Our Take

Failed transactions can be frustrating, but they are easy to fix with the proper steps. Whenever you experience a failed transaction, stay calm, double-check everything, and keep your customers informed. Also, using a reliable POS provider like Kashzoo makes a huge difference. You can get the POS machine and support from us to keep your POS business running smoothly.