Troubleshooting: Configuring Payment Methods

Having issues with payment methods? Find solutions to common problems below.

Common Issues#

Problem: Payment Method Button at Till Stopped Working After Renaming#

Symptoms:

• Button existed before rename
• Now button doesn’t work or shows error
• Payment method not recognized

Solution:

The system can’t automatically update buttons when payment method names change.

Fix the till button:

1. Go to keyboard editor in HQ
2. Find the payment method button
3. Click to edit the button
4. Select the new payment method name from dropdown
5. Save keyboard

Or on till:

1. Go to keyboard settings
2. Edit the payment button
3. Select updated payment method name
4. Save

✅ Best practice: Update all till keyboards immediately after renaming a payment method.

Problem: Don’t See Surcharge Being Applied#

Symptoms:

• Set up surcharge on payment method
• Surcharge not appearing when payment method used
• Customer not being charged extra fee

Solution:

Check all surcharge settings are correct:

Step 1: Verify surcharge percentage entered

1. Go to Site → Payment Methods
2. Click ⋮ on the payment method
3. Select Edit
4. Check surcharge field has percentage value

Step 2: Verify surcharge toggle is ON

• Look for toggle switch next to surcharge line
• Must be switched to ON position
• OFF = surcharge won’t apply even if percentage entered

Step 3: Save the payment method

• Click Save after making any changes
• Changes don’t apply until saved

Test:

• Process a test sale with this payment method
• Verify surcharge appears on receipt
• Check the total includes surcharge amount

Problem: Reports Show Two Different Names for Same Payment Method#

Symptoms:

• Same payment method appears twice in reports
• Different names for what seems like same thing
• Historical sales show old name, new sales show new name

Solution:

This is normal behavior when you rename a payment method.

Why it happens:

• Historical sales preserve the name from when sale happened
• New sales use the current name
• This maintains data accuracy

What you’ll see:

Report Period: Last 30 Days

Old Name: $5,000 (sales before rename)
New Name: $3,000 (sales after rename)

How to interpret:

• Both entries are the same payment method
• Add totals together for complete picture
• Future reports will gradually show only new name

If you need cleaner reports:

• Export data and manually combine entries
• Wait until historical data ages out of reporting period
• OR don’t rename payment methods (edit name in till buttons only)

✅ Best practice: Avoid renaming payment methods unless absolutely necessary.

Problem: Can’t Delete a Payment Method#

Symptoms:

• Delete option greyed out or unavailable
• Error message when trying to delete
• System prevents removal

Solution:

Payment method is currently in use and must be removed from all locations first.

Check till keyboard buttons:

1. Go to Site → Keyboard
2. Open each keyboard template/layout
3. Look for buttons using this payment method
4. Remove or update those buttons to use different payment method
5. Save keyboards

Check if payment method is set as default:

1. Go to till settings
2. Look for default payment method settings
3. Change to different payment method if needed
4. Save settings

Once removed from all uses, try deleting again:

1. Go to Site → Payment Methods
2. Click ⋮ on payment method
3. Select Delete
4. Confirm

Problem: Till Button Shows Wrong Payment Method#

Symptoms:

• Button labeled one thing but processes as different payment method
• Confusion about which payment method is being used
• Reports don’t match till button labels

Solution:

Button label vs button action are separate:

The button’s text label and the payment method action are independent settings.

Fix the button:

1. Go to keyboard editor
2. Click on the problem button
3. Check two things:
   • Button text: What it says (cosmetic only)
   • Payment method action: What it actually does
4. Update button text to match payment method action
5. Save keyboard

Example:

Problem:
Button says: "Credit Card"
Button action: Cash

Fix:
Update button text to: "Cash"
OR update button action to: Credit Card

✅ Best practice: Keep button labels matching their actions to avoid confusion.

Problem: Surcharge Amount Seems Wrong#

Symptoms:

• Surcharge calculation doesn’t match expectations
• Amount charged is different than anticipated
• Customers questioning surcharge amount

Solution:

Understand how surcharges calculate:

Percentage surcharges apply to the sale total:

Sale total: $100
Surcharge: 2%
Surcharge amount: $2
Final total: $102

Common misunderstandings:

1. “The surcharge should be less”

   • Verify the percentage entered is correct
   • Check if percentage is 2% not 0.2% or 20%

2. “It’s charging on the wrong amount”

   • Surcharge applies to entire sale total
   • Includes all items, not just specific products

3. “Surcharge applies multiple times”

   • Only applies once per payment method
   • If using multiple payment methods, each may have surcharge

Verify surcharge setting:

1. Go to Site → Payment Methods
2. Click ⋮ on payment method
3. Select Edit
4. Check percentage value
5. Verify toggle is ON
6. Save

Q: Do I need to add “Credit Card” and “Debit Card” separately?#

A: Usually no.

If using integrated EFTPOS terminal:

• Both card types use same “Card” or “EFTPOS” method
• Terminal handles the difference automatically

Only add separately if:

• You process them differently
• Different surcharges for credit vs debit
• Need separate tracking in reports

Example separate setup:

Credit Card: 2% surcharge
Debit Card: No surcharge

Q: Can I hide payment methods from certain tills?#

A: You can elect to not have the button for a certain payment method available on the keyboard on a till.

Management options:

1. Staff training:

   • Train team on which methods to use
   • Clear policies per location

2. Till permissions:

   • Use permissions to control access
   • Restrict certain staff from editing keyboards and accessing or creating payment methods

3. Keyboard design:

   • Don’t add buttons for methods not used at that till
   • Staff can’t use what’s not on keyboard

✅ Best practice: Design each till’s keyboard with only relevant payment methods.

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Configuring Payment Methods for detailed instructions
2. Verify surcharge toggles are ON and saved
3. Update till keyboard buttons after renaming payment methods
4. Contact Paimnt support for assistance