Problem identification and FAQ

1 card failing

If all the transactions that fail are related to 1 card, this could be due to a card-specific issue.

Causes:

• In the below scenarios, the card will be read but instantly fail:
  • NFC chip in card is broken or the signal too weak to be read.
  • It’s a new card that has not yet been activated for contactless payments via a card-entry PIN verification.
  • The issuing bank does not allow contactless PIN verification. Card-entry is required.
  • Contactless payments have been disabled by cardholder.
  • Other unknown reasons.
  • User error – the merchant/cardholder is not scanning the card correctly, by for example removing the card to quick.
  • Other unknown reasons.

Solutions:

• If available, use a card-entry device to accept the payments.
• Use Google Pay/Apple Pay.
• Use a different card.
• Make sure that the cardholder keeps the card close to the NFC antenna of the contactless device to make sure that all 4 loading dots (Android only) are being read.
• Have cardholder contact issuing bank to determine if they may understand why the card keeps failing.
• If none of the above solutions work, escalate to Klearly.

If multiple cards are failing please proceed to the next subchapter.

All cards failing, 1 device

If multiple cards are failing, but only on 1 device. It’s usually something device specific.

Potential causes:

• Klearly app is randomly having issues such as the error 10
• Wifi/mobile data is disabled
• Airplane mode, do not disturb mode or silent mode is enabled
• NFC setting is disabled
• Developer settings are enabled. If this is the case, a specific error message pops up saying this
• Location sharing is disabled
• Incorrect APN settings
  • For PAX/Sunmi purchased via Klearly
• The device is not compatible with our app.
  • Phones without NFC
  • iPhones younger than iPhone XS
• Poor/no internet connection.

Potential solutions:

• Delete and redownload Klearly app via the following channels:
  • For mobile phones via the Google Play Store or Apple App Store.
  • For Sunmi’s on Lite version via the Sunmi Store.
  • For PAX remove and repush the Klearly and Rapyd Core app.
• The following applies for all of the below settings, even if they’re on, turning it off and on again might sometimes remove the problem and return the app to a working state.
  • Enable wifi/mobile data/NFC setting. Usually swiping down on the screen will immediately bring you to these types of settings.
  • Disable airplane mode, do not disturb mode or silent mode. Usually swiping down on the screen will immediately bring you to these types of settings.
  • Turn off developer settings. Follow the instructions here.
  • Enable location sharing while using the app.
• For PAX/Sunmi purchased via Klearly, escalate to Klearly.
• Use a different device.
• Move to a location with better wifi/mobile data connection.
• Check mixpanel if any error codes can be seen that clarify this issue.
• If none of the above solutions work, escalate to Klearly.

All cards failing, multiple devices

In case of hospitality merchants, check if they use both PAX and Sunmi’s. If they do, check if all payments are failing on mobile phone, Sunmi, PAX or all 3.

Payments failing on all devices (PAX and contactless-only devices)

Potential causes:

• Acquiring partner is down. If this is the case, then the customer support line will be red hot with inbound calls and messages are payments will be down for all merchants. You can also test this yourself using a device and card which previously worked.
• Wifi/mobile data is down.
• Issuing bank is down. If it is, specific cards from certain banks will always fail. Typically this is a major problem that is reported in the news.

Potential solutions:

• Inform merchant that we’re looking into this. Escalate to Klearly. Usually nothing can be done but wait until Rapyd has fixed it.
• Check APN settings. If necessary, escalate to Klearly to have CoreTechd investigate mobile data issues.
• Test if the problem is issuing bank specific, request help from colleagues to test this if necessary. If it is, inform the merchant that the bank is to blame. Escalate to Klearly.

Payments failing on all PAX devices

Potential causes:

• This is probably an issue related to Rapyd Core app that only affects PAX.

Potential solutions:

• Inform the merchant that we’re looking into this. Escalate to Klearly.
• If the merchant also uses mobile phones, Sunmis or other contactless payment terminals, inform the merchant to use that instead.

Payments failing on all contactless-only devices

Potential causes:

• This is probably an issue related to Yazara on which all contactless-only devices such as mobile phones, Sunmi’s and other contactless terminals run.

Potential solutions:

• Inform merchant that we’re looking into this. Escalate to Klearly.
• If the merchant also uses a PAX, inform the merchant to use that instead.
• If the merchant is using iphones, it is important to fetch the logs when we have to investigate the issue.

You can download the Iphone logs using the following steps:

• Open the Klearly app.
• Enter the following line in the description: pHa8M$FQltAk52INrm7JUPBMXu*E
• Enter the following amount: 6.9088,44
• Now the Shake Menu will open, where you can click on the bottom option named “logs”.
• Ask if they can send these logs to [e-mail]

Note: if this is not working for you or your merchant (typo e.g.) please contact Klearly support for another log retrieval method. 

Hardware related issues (PAX & Sunmi)

For a further explanation go to the Hardware support document.

Common issues and solutions related to hardware are:

1. Tampered error message.
   1. Only applies to PAX. Device thinks it’s being broken into and is locked and needs to be escalated to Klearly. Swap will follow. 
2. Screen does not turn on:
   1. Ask the merchant if the device got wet and, if so, have him remove the battery for an hour while the device dries in a dry spot. Then turn the device on again to see if that fixes it.
   2. Let the merchant connect a charging cable to the device to charge the device and see if the device turns on.
      1. If this doesn’t work, ask the merchant to use a different cable to see if that makes a difference.
      2. If this doesn’t work, ask the merchant to use a different socket, perhaps their electrical grid is having issues. 
   3. If neither cable makes a difference, we need to determine if the battery is no longer working or whether the USB-C charging input is not functioning.
      1. Put a battery that you know works in the device and turn on and charge the device.
         1. If the device turn on and  shows a charging battery icon that increases in capacity over time, then there is an issue with the battery that was originally in that device. Escalate to Klearly.
         2. If the device turns on, but it doesn’t charge, then the charging port of that device is no longer working. Double check this by putting both the original and replacement battery into the other device and see if it does charge. If both batteries charge, then we know for sure that there is an issue with the USB-C port on the other device. Escalate to Klearly.
   4. For the A35, check if the cables are connected properly. If multiple A35 are present, use a different cable to test. Escalate to Klearly.

Duplicate transaction on cash register

From time-to-time a merchant has a customer that sees a single transaction charged twice from his or her bank account or is shown twice on the cash register (but only paid once).

Potential causes:

• This is probably an issue related to the issuing bank (customer’s bank);
• Issue with partner register system in combination with Klearly app;
• The consumer actually paid twice without noticing.

Information necessary to continue:

1. Cash register details (how often is the duplicate transaction shown);
2. Merchant details;
3. Payment details (amount charged, time and date of transaction).
4. Check Klearly app transaction overview; 
5. Is the transaction shown once or twice in the cash register?
6. Inform the merchant not to manually pay their consumer!

Potential solutions:

1. 1x in the cash register, 1x in the Klearly transaction list, 2x debited from the customer’s account (duplicate statements can be provided if needed).
   1. The customer should contact their bank’s customer service department, as the payment might temporarily be on hold.
   2. Contact Klearly regarding a possible system bug. Send account statements and any relevant information. Without the transaction time, amount, and date, we cannot investigate further.
2. 1x in the cash register, 2x in the transaction list
   1. Check records to verify if the payment was processed twice.
3. If the transaction was not charged twice but debited twice: 
   1. Verify the issue with Klearly.
4. If a red cross appeared, and the customer attempted payment again, but both transactions were still debited
   1. Report this to Klearly with all relevant details.
5. 2x in the cash register, 2x in the transaction list
   1. One of the transactions needs to be refunded.
6. 1x in the cash register, 0x in the transaction list
   1. The payment likely failed. Check if a red cross appeared or if there were any other issues. 
       

IMPORTANT #1: If the merchant pays back the consumer from their own register, the consumer gets too much in return (once from the merchant and later once from their bank). If it’s an issue at the issuing bank, the issuing bank will make sure the consumer’s balance is corrected within 8 business days.

IMPORTANT #2: What is shown on the partner's cash register is not necessarily correct. This depends on their development/code. Meaning Rapyd is always correct and should be used to conclude whether a transaction is charged twice or is a duplicate issue. 

Prevention of the issue for partners:

• Partner should build an additional check in their code to ensure this does not happen. See ‘last result check’ code in documents

How often is the transaction shown?	Once on register	Action:	Twice on register	Action:
Once on Klearly	Consumer paid once	All good	Consumer paid once	Payment pending:  Consumer needs to contact their bank
Twice on Klearly	Consumer paid twice	Merchant should create an extra order and if necessary, start refund	Consumer paid twice	All good

FAQ

This section describes frequently asked questions or problems and how you can solve them.

General questions

Should users verify themselves?

Only the user who signs up on behalf of the company needs to be verified via an ID-check. However, employees invited via the Team Management functionality do not.

Can I change the email address myself as a merchant?

The primary user cannot change his/her own e-mail. If this is desired customer service must escalate the request to [e-mail].

Is it possible to add another bank account to my main account?

Currently it’s not possible to add another bank account to your account. Its only possible if the merchant create multiple accounts with unique bank accounts. Klearly usually don’t allow duplicate accounts, to enable this, reach out to Klearly.

Can one account be logged into multiple devices at the same time?

Yes, but it is recommended to use the Team Management functionality instead if multiple people make use of the app within the same account.

Questions related to transactions and payouts

Transaction costs are too high

Understand what the merchant is basing this on by asking him to explain why he thinks this. Inform the merchant that he can see the cost breakdown in the bookkeeping report under the “transaction fees” worksheet.

It is possible that the merchant had some international cards that take 3 working days to be paid out and they don’t realise that they still have to receive a payment. Reach out to Klearly when this is the case.

How can I perform test transactions and refund?

If the merchant is successfully registered in the Klearly App, the merchant can use his card to do a real €1 transaction to test to make sure that this works. 

The refund can be done by going to the ‘Transaction list’ and clicking on the transaction they want to refund. Then press the refund button.

I have not received my payment? 

First it is important to ask the merchants from which day(s) they are missing transactions as there could be multiple options:

• Check pay-out options if it is set to daily, weekly or monthly in the business manager. Sometimes merchants forget that they selected weekly/monthly payout.
• Merchant wasn’t looking correctly. Ask them if they can search for a payment by Rapyd Europe.
• Check with Paul or in the merchant’s bookkeeping report if any transactions are stuck in processing.
• Reach out to Klearly when the above is not the case.

Questions related to future functionalities

Is a dark mode version in the app?

Dark mode is not available.

Questions related to specific errors

Error 10 

Tell the merchant to delete and redownload the app. If the error continues, please check the internet connection. Let them try to connect to a mobile hotspot.

Klearly Internal Error Codes

In addition to payment specific response codes by the card schemes, Klearly also has its internal error codes.

This is what they are and what they mean.

Klearly Error Code	Why is it showing?	Error message
01	General error message (needs to be investigated per case why it’s occurring. We don’t have further at that specific instance)	Something went wrong. Please go back and try again later or contact customer support
3	A network error has occurred	Please check your connection and try again. If this doesn't work, please restart the app
4	Original transaction done with Phos. Trying to refund with Yazara	You are not able to refund this transaction. Please contact customer support
5	Original transaction done on PAX. Trying to refund with non-PAX device	Unable to perform a refund on this device. Please contact customer support
6	Original transactions done with Yazara on a different terminal (we tell them to refund it on XXX)	This transaction was made from terminal number XXX and can only be refunded from that terminal.
10	Phos not secure error / Yazara network error (initialization issue)	Restarting the app might help, if this message keeps appearing please contact support