What should I do if the payment code isn’t working or I can’t settle the payment?

What should I do if the payment code isn’t working or I can’t settle the payment?

⚡Quick answer

If a payment code fails to work, first note that it could be because:

• The payment is already settled under another company.

• The payment has gone into a suspense account.

• A technical issue is blocking the code. In every case, escalate by contacting the Tech Support Team and reference the exact payment-code number so they can identify and fix the issue.

When should I use this guide?

Use these steps the moment a payment code refuses to settle a transaction—before retrying or creating a duplicate entry.



Overview & possible reasons

If an agent is unable to settle a payment using the payment code, the issue may be due to one of the following reasons:

Reason

Description

Already Settled

The payment has already been settled by another company

Suspense Account

The payment has gone into a suspense account

Technical Issue

A technical glitch is preventing the payment code from functioning



Required action for agents

To rectify the situation, the agent must contact the Tech Support Team, referencing the payment code number for accurate identification and resolution of the issue.



When this guide does not apply

If the payment code functions normally and the settlement completes without error, follow the standard settlement workflow; no Tech-Support escalation is required.

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