Troubleshoot Guideline When E-Wallet Transaction Facing Error

If your internet connection that is connected to Moka Apps is not strong enough, the payment transaction might fail and could lead to further risk. With these new improvements, your customer can now continue their payment process even when the Apps is experiencing connection issues. However, you need the prove from your customer before completing the payment with e-wallet payment method.

 

Note: When Moka Apps is experiencing connection issues, we urge every cashier to check the result of the transaction on the customer’s mobile phone. 

  • “Has the customer completed the transaction?” 
  • “Does the customer want to change the payment method and hasn’t paid the bill?” 

This improvement is currently only available on GO-PAY and requires Moka version:  

  • Moka App Android v.14.7 
  • Moka App IOS v.25.0 
  • Moka App Pay v 2.5
  • Moka App Terminal v 1.5 

 

    1. Moka Apps is online

  • But, Loading Screen takes too long 

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  • If the payment process takes too long, this Transaction Timeout page will appear. There are 2 options you can choose:
  1. You can click Mark Transaction as Complete once your customer verified and proved their purchased receipt using E-Wallet. Afterwards, the Receipt page will appear on the Moka Apps. 

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   2. You can also choose Change Payment Method if your customer has not paid using E-Wallet and decided to pay using another payment method.

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Note: Please confirm with your customer about the result of the transaction to avoid the risk of charging twice or any further risk involving payment. 

 

    2. Moka Apps is offline

  • If Moka Apps is experiencing connection issues in the middle of E-Wallet transaction, please wait for 5 seconds while the Apps is trying to reconnect. 

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  •  If the Apps is unable to reconnect, please inform your customers about the current status.

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  • If the internet connection is experiencing an issue in the middle of the  transaction process, this Transaction Offline page will appear. There are 2 options you can choose:
  1. You can click Mark Transaction as Complete once your customer verified and proved their purchased receipt using the E-Wallet. Afterwards, the Receipt page will appear on the Moka Apps. 6.png
  2. You can also choose Change Payment Method if your customer has not paid using E-Wallet and decided to pay using another payment method.7.png

Note: Please confirm with your customer about the result of the transaction to avoid the risk of charging twice or any further risk involving payment. 

 

 

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