When the payment system
stops working, start here.

Start with the quick checks above. Confirm that the affected device has power, make sure the cables connected directly to it are secure, and restart the affected payment device if it is safe to do so.

If multiple devices are down, the problem keeps returning, or you are not comfortable changing anything, call Support at (855) 374 2733.

Start with the exact message shown by the payment device or point of sale system. A decline can come from the issuing bank, the payment setup, account restrictions, transaction details, or another part of the payment flow.

Do not repeatedly run the same transaction without understanding what is happening. If the message is unclear or the problem is affecting multiple transactions, call Support.

Check the payment activity and reporting available in the system you use, then contact Support if the expected batch, settlement, or funding does not match what you are seeing.

Settlement and funding can depend on the processor, account setup, transaction timing, weekends, holidays, and other account conditions.

Do not ignore the response deadline.

Contact Phase 3 and we can help you understand the dispute reason, the response date, and the types of documentation that may be relevant to the response.

The issuing bank or applicable dispute process ultimately determines the outcome.

Tell us which charge, rate, adjustment, or line item you are looking at. We can help explain what it represents and compare it with the processing setup that applies to the account.

If something appears incorrect, we can help determine what needs to be reviewed next.

Contact Phase 3 before sending bank information or making changes through an unexpected request.

Bank account changes require the appropriate verification process for the merchant account before the new information can be used. We will tell you what information and verification apply to your account.

Tell Support which system you use, what part is not working, what device is affected, and whether payments are still processing.

Some issues may involve the point of sale provider, processor, payment device, internet connection, or another part of the setup. Phase 3 can help identify the appropriate next step.

If you need a normal website update or something on the site is not working, contact the Phase 3 Digital team through the support path provided for your Digital service.

Tell us the page, what you expected to happen, and what you are seeing instead.