Payment Fails or Gets Stuck
What to do when a payment fails or stays in PENDING status?
Important note: POSBridge sends the amount to the SumUp terminal and displays the payment status. The actual card payment is exclusively processed by SumUp. For questions about the transaction itself (charge, limit) contact SumUp Support.
Terminal shows payment declined
The customer card was declined by SumUp — this is not a POSBridge issue. Possible causes: insufficient funds, card limit, blocked card. Ask the customer to use a different payment method.
Timeout or no response from terminal
1. Check WiFi on terminal and iPad (same network). 2. Restart terminal (hold power button 5 sec). 3. In POS extension tap Cancel. 4. Restart payment.
Payment stuck in PENDING status
The terminal may not have received the request. Tap Cancel in the POS extension and restart the payment. First check that the terminal shows ONLINE status in POSBridge → Terminals. For persistent issues contact support.
Transaction limit reached
Your plan monthly transaction limit has been reached. A warning appears in the dashboard. Upgrade to a higher plan under POSBridge → Settings → Plan.
Error: API Key invalid or expired
Go to Settings → SumUp connection. Create a new aktive OAuth-Verbindung in me.sumup.com → For Developers → API Keys and enter it. Then click Test connection.
Suspected double charge
First check in me.sumup.com → Transactions if two charges are really present. If yes: refund the duplicate amount directly in me.sumup.com (the second charge has no Shopify order). If the duplicate charge belongs to a Shopify order, simply refund via the order — POSBridge automatically pays back to the card.