Troubleshooting
Troubleshooting Payment Issues
Quick solutions for common payment problems
Resolving Payment Problems
Payment issues can cost you sales and frustrate customers. This guide helps you quickly identify and fix common problems to keep transactions flowing smoothly.Quick Support: For urgent payment issues during business hours, use in-app
chat for fastest response - typically under 5 minutes.
Common Payment Failures
By Error Type
Most common reasons: 🏦 Insufficient Funds - Customer needs to check
balance - Try different payment method - Offer to split payment 🔒
Security Block - Bank’s fraud prevention triggered - Customer should
call their bank - Try again after approval 📅 Expired Card - Check
expiry date - Use different card - Update saved card details
Tap to Pay Issues
iPhone Specific Problems
Card not detected
Card not detected
Try these steps: 1. Ensure Tap to Pay enabled in settings 2. Remove
phone case (if thick/metal) 3. Ask customer to hold card steady for 2-3
seconds 4. Tap on upper back of phone near camera 5. Check card has
contactless symbol Still not working? Card may not support contactless.
NFC not working
NFC not working
Common fixes: - Update to latest iOS (16.4+ required) - Go to Settings →
General → NFC → Ensure enabled - Restart iPhone - Reset network settings -
Try with different card
Transaction fails after tap
Transaction fails after tap
Possible causes: - Card limit exceeded (RM 250 for contactless) - Daily
limit reached - International card restrictions - Ask for chip + PIN instead
E-Wallet Payment Issues
Common E-Wallet Problems
QR Code Not Scanning
Solutions: - Better lighting on QR - Clean phone camera - Regenerate QR
code - Remove from plastic - Try manual entry
Payment Pending
What to do: - Wait 2-3 minutes - Check customer completed payment -
Refresh transaction list - Check both apps - Contact support if >5 min
Specific E-Wallet Fixes
Common issues: - Insufficient balance: Top up required - Daily
limit: RM 5,000 max - App not updated: Force update - Wrong QR
type: Use DuitNow QR
Payment Link Problems
Link-Related Issues
Customer can't open link
Customer can't open link
- Check link not expired - Verify correct phone number - Resend via different method - Shorten link if too long - Send as plain text (no formatting)
Payment page errors
Payment page errors
- Clear browser cache - Try different browser - Disable ad blockers - Check amount is correct - Generate new link
Payment not reflecting
Payment not reflecting
- Allow 2-3 minutes processing - Check correct merchant - Verify customer completed - Not duplicate payment? - Check notifications
Transaction Errors
During Payment Process
Error Messages Explained
“Transaction Failed” - Generic error - try again - Check all details
correct - Different payment method “Invalid Amount” - Check for extra
decimals - Remove special characters - Minimum RM 1 transaction “Duplicate
Transaction” - Already processed - Check transaction history - Customer
double-tapped
Offline Mode
When Internet is Down
1
Enable Offline Mode
Settings → Offline Payments → Enable Only for emergencies
2
Process Normally
Accept payments as usual Stored locally on device
3
Sync When Online
Automatic upload when connected Usually within minutes
4
Limitations
- No real-time validation - Higher risk - Manual reconciliation
Device Troubleshooting
Phone/Tablet Issues
Robin app issues: 1. Force close and reopen 2. Clear app cache 3. Update
to latest version 4. Check storage space 5. Reinstall if needed 6. Login
again
Card Reader Issues
For Optional Hardware
Reader not connecting
Reader not connecting
- Check Bluetooth enabled - Unpair and re-pair - Charge reader fully - Update reader firmware - Reset reader (hold power 10s)
Card reading errors
Card reading errors
- Clean card reader slot - Check card not damaged - Insert chip fully - Try different angle - Use fallback method
Battery/power issues
Battery/power issues
- Use original charger - Check charging port - Replace battery (Pro model) - Don’t overcharge - Keep spare charged
Prevention Tips
Minimize Payment Issues
Daily Preparation
Morning checklist: - Test payment methods - Check internet stable - Charge
all devices - Update apps - Clear old data
Backup Plans
Always have: - Multiple payment options - Backup internet (hotspot) - Power
banks - Manual fallback - Support contacts
Quick Reference
Payment Failed - What Now?
60-Second Recovery Process: 1. Stay calm - Apologize for inconvenience
2. Try again - Often works second time 3. Different method - Switch
payment type 4. Check basics - Internet, app, device 5. Contact
support - If still failing Most issues resolve in under 2 minutes.
Error Codes
Common Codes Explained
| Code | Meaning | Action |
|---|---|---|
| E001 | Network timeout | Check internet |
| E002 | Invalid card | Try different card |
| E003 | Insufficient funds | Customer issue |
| E004 | Security block | Call bank |
| E005 | System error | Try again |
| E006 | Limit exceeded | Check limits |
Escalation Path
When to Contact Support
1
Self-Troubleshoot
Try basic fixes first (2 min)
2
Check Status
Visit status.robin.now
3
In-App Chat
For urgent issues
4
Call Support
Critical problems only
5
Emergency Line
Major outages: 1800-ROBIN-911
Best Practices
Reduce Payment Failures
DO’s ✅- Keep apps updated
- Maintain good internet
- Train staff properly
- Have backup methods
- Document issues
- Panic during failures
- Process manually
- Share customer details
- Ignore error patterns
- Skip daily tests