Why was the transaction declined?
There can be many reasons why the transaction was declined. After each transaction, the app will display the transaction result and a brief description. The description should provide you with an understanding of the issue. The most common reasons are insufficient funds for the cardholder or a Do Not Honour (05) status, which means the card issuer has declined the transaction; the cardholder should clarify the issue with their bank. In case the description requires additional clarification, the merchant may contact Paynt Support ([email protected]).
When contacting Paynt Support about the transaction outcome, please provide the transaction STAN and AC code shown in the transaction details.
Please note that some countries (e.g., the United Kingdom) and some banks do not support Online PIN for transactions that are made with plastic cards. This means that transactions made with plastic cards that require a PIN (e.g., above the contactless limit) will be declined. The cardholder should contact their bank to verify the availability of the Online PIN.
Online PIN restrictions do not apply to electronic wallets such as Google Pay and Apple Pay, where PIN entry is not required and the cardholder is authenticated using Strong Customer Authentication (SCA) methods such as face recognition or fingerprint. Therefore, in a scenario where a transaction with a plastic card was declined due to Online PIN restrictions, the cardholder can be invited to use their electronic wallet with their Visa or Mastercard.
What are STAN and AC?
STAN stands for System Trace Audit Number and is always a six-digit code. STAN is generated by the cardholder's bank in order to identify the transaction. The code is not truly unique, as the code resets after 999,999. Therefore, for precise identification of your transaction, an additional identifier, the Authorization Code (AC), can be used. Whenever you have a query about the transaction, please submit both identifiers and your merchant ID for faster resolution.
Where can I see my transactions?
You can view all your transactions in the app section, Transactions. You can filter them by date, type (sale, refund, void), or status (approved, pending, declined). Transactions can also be viewed via the Phos portal and Paynt Portal.
Why was my transaction left in Pending status?
The transaction may remain in Pending status if the cardholder was required to enter a PIN but, for some reason, did not, and the transaction was not completed. This transaction cannot be re-initiated, but will remain in this state for one day and then disappear from the transactions list.
It may also remain in Pending status if a transaction has been voided but, for some reason, has not yet been processed.
If the case is different or the transaction remains in Pending status for a few days, please contact our support team at [email protected] for further investigation.