Troubleshooting when your PayClip device isn't working
My PayClip isn't working
We recommend you try the following to get PayClip working:
- If it's the first time you're using your PayClip device, check whether it has been activated. If you're the Merchant, you can do this in the BNZ PayClip Merchant portal (or, if you've been given access to PayClip, check with the person who gave it to you). Alternatively, call us on 0800 269 763 and we'll check it for you.
- Check that your PayClip device has been properly clipped into your smartphone/tablet. Remove any covers you have on your smartphone/tablet and adjust the clips on your PayClip device if necessary. A "Reader Detected" message will appear in the PayClip app when it's correctly fitted.
- Check how much battery charge your PayClip device has, as you may need to recharge it. To check the charge, in the PayClip App, swipe right for the 'Settings' menu, then select 'About'. If you need to charge the device, follow the instructions in the Payclip User Guide PDF 1.06MB
- Check to see whether you have network (3G, 4G) or Wi-Fi coverage, as you won't be able to take payments if you're unable to receive a signal.
My PayClip device doesn’t clip into my smartphone/tablet
If you have a cover on your smartphone/tablet, remove it and try again. You may have to insert the PayClip device into the top or bottom of your smartphone/tablet, or back-to-front. You may also need to adjust the clips on your PayClip device to allow it to fit into your smartphone/tablet.
PayClip doesn’t work with my smartphone
The PayClip device and PayClip app are designed to work with a number of Apple iOS and Android-powered devices. Check the list of compatible devices.
The PayClip device doesn’t read the chip on my customer’s card
PayClip only works with Visa and MasterCard credit and debit cards. It does not support EFTPOS, American Express (Amex) or Diners cards. If your customer's card has a chip, check you're inserting their card the correct way (the front of the card should face the flat side of your PayClip device) and you're inserting the card, chip-first, into the PayClip device.
The PayClip device doesn’t read the magnetic stripe on my customer’s card
PayClip only works with Visa and MasterCard credit and debit cards. It does not support EFTPOS, American Express (Amex) or Diners cards. If your customer's card has a chip, you must insert the card into the card slot on your PayClip device. If it only has a magnetic stripe, check you're swiping the card the correct way (the front of the card should face the flat side of your PayClip device). You must swipe the card promptly once you're asked to do so.
Everything seems to work but I can't take a payment
Check whether you have network (3G, 4G) or Wi-Fi coverage on your smartphone/tablet. If you're in a no- or varying-signal area, you may not be able to take payments (payments are processed in real-time using your smartphone/tablet's network coverage). If you're in a no-signal area, you may have to move to get network coverage, if possible.
You may also get an error message to let you know why a transaction has not been processed. The most common error messages are as follows:
'Transaction declined': This may be a result of the customer not having sufficient funds to complete payment. Or, if you're processing a refund, you may get this error message if the customer has not presented you with the original card they used to pay in the first instance.
'Transaction cancelled': This may occur if anything has interrupted the transaction process, such as a phone call. If this happens you should try again.
'You have exceeded your maximum daily transaction limit': This is where you've exceeded your daily transaction limit. Call us on 0800 269 763 and we may be able to increase it for you.
I can’t process refunds in the PayClip app
If you're the Merchant, you need to set yourself up to process refunds in the PayClip app. You can set this up in the BNZ PayClip Merchant portal. To do this, go to the 'Manage Users' tab. Or, if you've been given access to PayClip, check with the person who gave it to you, as they'll be able to set you up to do this.
If you're getting a 'Transaction declined' error message, it may be because the customer has not presented the original card for the refund.
I've lost my PayClip device
You should report any lost or stolen PayClip devices to BNZ by calling us on 0800 269 763. We can disable your PayClip device for you. If you're the Merchant, or it's out-of-hours (evenings and weekends), you can disable your PayClip device in the BNZ PayClip Merchant portal.
I need to check how much battery charge my PayClip device has remaining
In the PayClip app, swipe right for the 'Settings' menu and select 'About'. If it does need charging, follow the instructions in the Payclip User Guide PDF 1.06MB.
The battery in my PayClip device has run out
If you need to charge your PayClip device, plug one end of the supplied USB cable into your PayClip device and the other into 1) a standard USB charger (not supplied, but if your smartphone/tablet comes with a USB charger you should be able to use this) or, 2) a powered USB port on your computer.
I want to find out more information about how to use PayClip
There's a Quick Start Guide for Mobile Users in the box your PayClip device came in. This will get you up and running and taking payments. We also have a Payclip User Guide PDF 1.06MB available, which gives you more detailed information.
I can’t take payments from EFTPOS/Amex/Diners cards
PayClip only accepts Visa and MasterCard credit and debit cards. Your PayClip Device does not support EFTPOS American Express (Amex) or Diners cards.
My customer has a Visa payWave or MasterCard PayPass card
At the moment PayClip is a signature-only payment device and does not support Visa payWave or MasterCard PayPass. Therefore you must insert the customer's card into the card slot, or swipe the customer's card (if they only have a magnetic stripe on their card) and your customer must provide you with their signature. However, we do plan to introduce contactless payments in 2014.
I don’t know what the Signature Verification Code is
The Signature Verification Code gives you the opportunity to check the customer's signature before a transaction begins processing. It's not the customer's four-digit PIN.
The Signature Verification Code is defaulted to '0000', but we recommend you change this at the earliest opportunity. To do this, swipe right for the 'Settings' menu in the PayClip app, then select 'Security Settings'. Check that 'Signature Verification' is set to 'On', select a PIN and follow the on-screen instructions to set and confirm your four-digit Code.
A phone call interrupted taking a payment
If you're in the process of taking a payment and you receive a call and answer it, your smartphone will exit the PayClip app. You'll need to login to the app and begin the payment process again. If you ignore the call, you may be able to continue taking a payment.
However, if the PayClip app is in the middle of the card verification process, the call will interrupt the signal and your smartphone will exit the PayClip app. You'll need to login to the app and begin the payment process again.