A payment can be declined for several reasons, for example insufficient funds on the card, daily processing limits, or a temporary technical error.
If the Vetera Pay terminal declines the card immediately, the terminal connection works. The bank that issued the card (card issuer) declined the payment. If the terminal waits for a long time and then cancels the payment, the cause is usually the connection. For the checks, see Check Your Vetera Pay Payment Terminal Connection.
Information to Send to Vetera Support
To get help with a declined payment, contact Vetera Support and include this information:
Cloud ID: The ID of your Vetera environment.
Invoice ID: The invoice ID is in the URL of the invoice page.
Payment amount and date.
PSP reference: On the invoice page, find the payment row in the Payments section. Even when a payment is declined, you can usually print a transaction record with the transaction receipt button on the payment row.