When a payment fails, Karma keeps the order available and shows the payment status at the top of POS. Check the final status before trying again so the guest is not charged twice.
Before you retry
If Karma still says the payment is processing, wait for the terminal and Karma to finish. Do not start a second payment while the first one is unresolved.
If the terminal appeared to approve the payment but Karma did not update, open Payments → Payment History in a separate tab or device. Search for the amount and time. If the purchase is present and confirmed, do not retry.
Retry a payment that is clearly marked as failed
- Select the red failed-payment bar at the top of POS.
- Read the reason in Payment status. Common reasons include Card declined, Insufficient funds, Customer cancelled on terminal, and Connection lost.
- To try the same terminal again, select Retry — [terminal name].
- To choose a different terminal or method, select Other payment method.
- Ask the guest to complete the new attempt and wait until Karma shows it as completed.
- Open the receipt or Payments → Payment History and confirm there is one successful purchase for the intended amount.
Select Use Tab if you want to return to the open tab without immediately retrying. Select Dismiss only after you have resolved the payment and no longer need the failed status card.
If the terminal is unavailable
Check that the terminal has power and a network connection. Then open Settings → Hardware → Terminals and confirm that the intended terminal is connected to the current location. If another terminal is available, return to Payment status and choose Other payment method.
When to contact support
Do not repeatedly retry an ambiguous payment. In Payments → Payment History, note the payment time, amount, status, payment method and terminal. Contact support from Karma and include those details plus any terminal message. Never send full card details.