What if my internet drops during a transaction?

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

1. Check whether the payment went through by looking at the transaction history on your terminal.
2. If the transaction shows as approved, the payment was successful - no further action needed.
3. If the transaction shows as failed or doesn’t appear, reconnect to Wi-Fi or ensure your SIM has a signal.
4. Once you’re back online, retry the transaction.
5. 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.