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Fix a failed POS payment

For merchantsKarma POSKarma Backofficepaymentsterminalstroubleshooting

When a POS payment fails, check its final result before trying again. This prevents an unresolved or successful payment from becoming a duplicate charge.

Watch the walkthrough, or follow the written steps below.

Before you retry

If Karma still shows the payment as processing, wait for the terminal and Karma to finish. Do not start another payment while the first attempt is unresolved.

If the terminal appeared to approve the payment but Karma did not update:

  1. Open Payments → Payment History in a separate tab or device.
  2. Set a date range that includes the payment.
  3. Compare the payment time and amount.
  4. Open the matching result and check every status.
Payment History showing confirmed and failed fictional purchases
Payment History lets you compare the amount, status, payment method, and time before retrying. Select the image to view it full size.

Understand the result

  • Confirmed means the guest has already paid. Do not retry the payment.
  • Failed means the attempt did not complete as a sale. Open it to review the details before retrying.
  • Failed together with Fully Refunded means Karma reversed the failed attempt automatically. The guest may temporarily see the amount at their bank while the reversal is processed.
Purchase Details showing Failed and Fully Refunded statuses with Refund History
Check all status badges and Refund History. One status alone may not describe the complete result. Select the image to view it full size.

Retry a payment that is final and clearly failed

  1. Return to POS.
  2. Select the failed payment in the Payment status bar.
  3. Read the failure reason.
  4. Select Retry to use the same terminal, or Other payment method to choose another option.
  5. Ask the guest to complete the new attempt.
  6. Keep Karma open until the new payment has a final status.
  7. Check the receipt or Payments → Payment History and confirm there is one successful purchase for the intended amount.

Select Use Tab to return to the open tab without retrying immediately. Select Dismiss only after you have resolved the payment.

If the terminal is unavailable

Check that the terminal has power and a network connection. 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 select Other payment method.

When to contact support

Do not repeatedly retry an ambiguous payment. Contact support from Karma with the location, payment time, amount, status, payment method, terminal, and any terminal message. Never send full card details.