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Troubleshooting Payment Issues with Swifter
Troubleshooting Payment Issues with Swifter
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Written by Treez Admin
Updated over a week ago
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There are 6 possible errors that a customer may face while trying to make a payment. The customer will see the nature and type of error clearly described to them when trying to make a payment:

  1. Bank Account Not Linked

  2. Bank Account Does not Have Sufficient Funds for this Transaction

  3. Customer's Previous Transaction Failed and they are 'Suspended'

  4. Unable to Authorize this Transaction due to Bank Rules

  5. Customer's Session has Timed Out

  6. Generic Error

You will find more information about each type of error below:


Error 1: Bank Account Not Linked

To enable a customer to pay for their purchase, Swifter needs to establish a link to the customer's bank account. To do so, we use a third-party provider who helps us securely and safely link a customer's bank account. (Note, at no point during this process does Swifter/you/anyone else get access to a customer's credentials. This information is never revealed to anyone).

During the process of linking their bank account, some customers may find that they are unable to complete this step, for one of the following reasons:

Error Screen

Issue

How to Fix it

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The customer has to enter the username and password they use to login to their bank. If they entered an incorrect username and password, they will see this error screen.

The customer has to enter the correct user name and password and multi-factor authentication (where applicable).

Otherwise, we will not be able to link to their bank account, and they will not be able to use Swifter to make a payment.

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In some cases, while linking their bank account, the customer may have set up
multi-factor authentication, i.e. an additional security verification like a security question, or a bank OTP.

If the customer enters the wrong answer to a multi-factor authentication, they may see this error.

The customer has click on “Try again” and enter the correct user name and password and multi-factor authentication (where applicable).

Otherwise, we will not be able to link to their bank account, and they will not be able to use Swifter to make a payment.

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This error can occur when the customer's bank may have made changes that impact our ability to link their bank account.

Further, if a customer's bank servers are overwhelmed or down for maintenance, they may not be able to support the link request.

As a result of these factors, the customer may be unable to connect this particular bank account.

The customer can try again in a short period of time, and hopefully they will be able to link their bank account without any issues. We do not have any control over why their bank account could not be connected, in this case.

As an alternative, they can also try connecting another bank account.


Error 2. Bank Account Does Not Have Sufficient Funds for this Transaction

A customer may want to make a purchase for an amount greater than their account balance. In this case, they will see this particular error screen:

Error Screen

Issue

How to Fix it

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The customer may try to purchase products for an amount greater than their current bank balance.

We currently check that the customer's has a balance sufficient to cover the order amount, and have a remaining balance of
10% of the order total, or $25
whichever is higher.

Eg if a customer wants to place an order for $100, we check that their balance is atleast $125. If they have less than this amount, their order will be declines.

Please ask the customer to reduce the number of items in the cart, or to add more money to their bank account.

If you wish to edit the balance sufficiency requirement, please ask your admin to edit this setting in the Dashboard or contact us.


Error 3. Customer's Previous Transaction Failed and they are now 'Suspended'

If a customer's previous payment has failed (i.e. the customers bank account did not have sufficient funds), then we mark this customer as a 'Suspended' customer. We do this so that you are protected against fraudulent customers who try to make payments without sufficient money in their bank accounts.

If a customer who has been suspended tries to make a payment, they will see this error screen.

Error Screen

Issue

How to Fix it

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The customer's previous payment with Swifter was declined by the bank, and as a result they are unable to make a payment until their previous payment has been collected.

The customer can pay you for their previous order in cash, or in some other accepted payment method. Once this is done, you can email us and we will remove the customer suspension.


Error 4. Unable to Authorize this Transaction due to Bank Rules

When a customer tries to make a payment using Swifter, due to compliance and regulatory reasons, we may be unable to authorize this transaction. In such cases, the customer will see this error screen:

Error Screen

Issue

How to Fix it

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Due to regulatory and compliance reasons, we are not able to collect money from this customer.

We cannot currently fix this issue. We are seeking legal guidance on the matter and will keep you posted about an update when we have one,


Error 5. Customer's Session has Timed Out

If a customer leaves their payment page open for longer than 60 seconds without taking any action, then, for security reasons, we cannot allow them to complete their payment. In such cases, the customer will see this screen.

Error Screen

Issue

How to Fix it

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The customer had their payment page open for longer than 30 seconds without taking any action,

Please ask the customer to retry this payment and to complete their transaction in an appropriate timeframe (i.e. to not keep the page open for longer than 30 seconds without taking any action).


Error 6: Generic Error

Sometimes, we may not know exactly what went wrong immediately, but the customer will not be able to complete their payment. The most common reason for this error is in cases where the customer has poor mobile signal or has lost internet connectivity. There may also be some cases where there was a downtime in the API service (although this is very rare). In such cases, the customer will see this screen.

Error Screen

Issue

How to Fix it

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Generic error, most likely caused by poor mobile signal or low internet connectivity.

Please ask the customer to retry this payment in an area with good wifi or network coverage.

If the issue persists, please raise a support ticket.

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