Follow these troubleshooting tips for assistance with your Payments. 

This feature is only available to U.S. customers.

Text to Pay Payment Page Errors

Are your customers having trouble processing their credit card payment when they click on the payment link in the Text to Pay request you sent them? Check the table below to see the meaning of the error and the corresponding solution to resolve that error.

Payment_Trouble_3.png

Error Name Error Message Meaning Solution
Broken Payment Link Whoops! An error occurred. Please try again. If you continue to get this message, please request a new link. The link is incomplete or broken (missing part or all of the link’s dynamic invoice ID). This splitting can happen if the text message is over 160 characters and in various combinations of phone sender, carrier, and cellular device. You can access the full URL that you sent by logging into your Weave portal > Payments > Invoice History > Links. You can also open the URL from the message history in the Weave app, open the link in a browser window, and copy and paste that in a separate text message.
Inactive Stripe "Payments" Status Aw Shucks! Sorry for the inconvenience. We know you want to pay your bill but there was an error. Please contact the sender so they can resolve it. The Stripe account being used has an Inactive Payments status which means credit card transactions cannot be processed until the account’s Payment status is Active. Follow the instructions listed here to ensure your Stripe account is fully activated for processing.
Successfully Paid Payment Link Hmmmm... A payment has already been made using this link. To make another payment, please request a new link. A payment has been made using the link. Payment links can only be used once and then they are deactivated. Because the link has been deactivated, you will need to create a new payment request for your customer and send the new link to them.
Expired Payment Link Shoot! Shoot! This link has expired. To make a payment, please request a new link. Payment links are active for 30 days after creation. After 30 days links expire and are unable to be used. Because the link has expired, you will need to create a new payment request for your customer and send the new link to them.

 

Credit Card Decline Codes

There are many reasons why a card can fail or be declined. If your customer’s card issuer declines a payment, we share as much information about the decline as we can. In some cases, card issuers also provide helpful explanations, such as the card number or expiration date being incorrect, or that the customer does not have enough funds available to make the payment.

Unfortunately, most declines are categorized by the card issuer as “generic” so it’s not always possible to know exactly why a payment was declined. If all of the card information seems correct, it is best to have your customer contact their card issuer and ask for more information.

For privacy and security, card issuers can only discuss the specifics of a declined payment with their cardholders–they cannot discuss this with the merchant, or even with Weave or Stripe.

Credit card decline codes are determined by Stripe. Click the button below to view Stripe's decline codes, description, and troubleshooting steps. Often declines happen on payment terminals. You may want to check your payment invoices within 5-10 minutes to see if the payment went through.

View Stripe Decline Codes

Note: If multiple patient or customer HSA/FSA cards are getting declined, please contact our Weave Payments Team to have them evaluate your Merchant Category Code (MCC) associated with your Stripe Account.

Payment Notifications

If your payment notifications are not getting delivered to your email address, there are a few things you can try to troubleshoot:

  1. Check your junk or spam email folders to see if your payment notifications were delivered there

  2. Whitelist Weave Payments FROM email address: noreply@mail.sg.getweave.com

  3. Ensure the email address you want to receive payment notifications is what we have in our system by following these steps

You cannot turn off payment notifications. They are a confirmation of a completed transaction and should be kept for your office's records.

Terminal Troubleshooting

If you are having trouble connecting your terminal, follow Stripe’s Troubleshooting recommendations for the Verifone P400 or the WisePOS E.

For a hard reset of either terminal, remove it from all power sources and remove the battery (WisePOS E only) for one full minute. Restart the terminal.

WisePOS EVerifone P400

Check Connectivity

If you're having trouble connecting your WisePOS E to the Wifi network, swipe from left to right on your screen to open the menu. Select Settings and enter admin pin 07139. Click Network to see all available networks, including the one the device is currently connected to. 

  • Make sure the network is connected and has internet access.
  • The signal strength is good.
  • The device has an IP address assigned.
  • The subnet matches the one that your application is connected to.

Problems Updating

If your reader doesn’t update, it’s possible that it can’t connect to Stripe. To check its connectivity to Stripe, go to Settings and select Diagnostics to see a list of troubleshooting tests. Check Stripe connectivity and ensure it says “Passed.” If the Stripe connectivity test fails, please follow these steps.

Restart the Terminal

Hold down the power button on the right side of the terminal to pull up the option to restart your WisePOS terminal.

Battery Troubleshooting

The battery must be lined up correctly to function. If the battery is not connected, the terminal will display a purple screen. After a few seconds, it will turn off. If this is happening, but you have the battery placed inside the terminal, take the battery out and ensure the pins are clean and visible before putting it back in.

Follow these instructions to properly insert the battery. If the battery is in correctly, it will be seated completely and flat. You will be able to see the warning label. 

See more information on the WisePosE

You cannot use the terminal without a battery, and if one is damaged, a replacement will need to be purchased. 

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