If your internet connection drops while a payment is being processed, don’t panic. Here’s what you need to know:
- If the payment hadn’t been submitted yet, it will simply fail and the customer won’t be charged. You can retry once you’re back online.
- If the payment was already submitted and is processing, the system will handle it. Do not attempt the same transaction again until you’ve confirmed the outcome.
- Stitch terminals do not support offline payments - an internet connection (Wi-Fi or SIM) is required to process transactions.
Step by step
- Check whether the payment went through by looking at the transaction history on your terminal.
- If the transaction shows as approved, the payment was successful - no further action needed.
- If the transaction shows as failed or doesn’t appear, reconnect to Wi-Fi or ensure your SIM has a signal.
- Once you’re back online, retry the transaction.
- If you’re unsure whether the customer was charged, check your Stitch dashboard or contact support before retrying.
Tip: If your Wi-Fi is unreliable, consider adding a SIM card to your terminal as a backup connection. SIM cards are available as an add-on from Stitch.
Need more help?
If you are still having trouble, reach out to Stitch Express support and we will get you sorted.
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