Paylink & Decline Troubleshooting

1. Paylink Failures:  If your terminal is successfully processing payments, Paylink should work as expected—unless::

• Incorrect phone number or a carrier outage.
• System Lock: Repeated retries/voids can trigger a "Paylink has failed" error.
• Fix: Try a different phone number or process the payment manually via the 1st Mile desktop app (attach the receipt to your paperwork).

2. Declined Payments (Ex. Decline 56): A decline comes from the bank, not the software. Code 56 specifically means the card number is unrecognized, invalid, or the account is closed.

• Fix: Double-check for typos, try a different card, or have the customer call their bank.

3. If the Customer Says Paylink Isn't Working

• A security feature in Paylink prevents the "Verify" button from activating if the SMS verification code is entered via Autofill.

• Fix: To resolve this, customers must manually type the verification code. If a customer is stuck on the verification screen, please advise them to clear the field and enter the digits one by one to enable the button and proceed to payment.