Why an online payment failed

An online payment can fail or be declined before it is completed. You may not be able to see why a payment failed, so first check whether iKhokha shows the payment as successful before asking the customer to try again.

This guidance applies to online payments made through iK Pay Link, iK Invoice, iK Buy Button, iK Webstore and iK Pay Gateway. If the link, store or integration itself is not working, check that product's setup first.

Start by checking the payment status

Open the relevant iK Dashboard or payment-history record and look for the transaction. Check the amount, customer reference and payment status before fulfilling an order or sending a duplicate request. A customer screenshot, bank notification or proof of payment is not by itself confirmation that iKhokha received a successful payment.

If the payment clearly failed or was declined

If the transaction is clearly marked as failed or declined and there is no successful payment record, ask the customer to retry once. They can check that the payment details are correct and choose another payment method shown at checkout if one is available.

Use the status or message shown for the payment; a generic failure does not identify the bank’s reason. The available methods and retry options can differ by the online product and customer.

If the payment status is unclear or pending

Wait and check the payment status again before asking the customer to retry. Wait until you can confirm the first attempt failed before asking them to make another payment.

If the customer says money has left their account but you can't see a successful payment, keep the order or invoice on hold and contact iKhokha Support on 087 222 7000 or support@ikhokha.com with the transaction date, amount, payment method and available reference. Only mark it as paid once the payment is confirmed.

Things the customer can check

• the card or account details entered at checkout

• whether their bank authorised the payment

• whether there are sufficient funds or an account limit

• whether an authentication or 3D Secure prompt was completed

• their browser, connection and device

• whether they selected a payment method offered at checkout

Never ask for a customer’s banking password, card PIN, one-time password or full card details.

If several customers can't pay

If more than one customer is affected, check whether the problem is limited to one payment method or affects every method. Check that the Pay Link is active, the Buy Button is enabled and embedded correctly, your online store is published, or the iK Pay Gateway integration is connected and enabled. Use the setup steps for the product that is affected.

If the payment page or link will not open

Check that the customer is using the correct link or published page. If the link or store will not open, the problem may be with that payment option rather than the customer’s payment being declined. Check the product's setup or management settings before asking customers to retry.

When to contact Support

Contact iKhokha Support on 087 222 7000 or support@ikhokha.com if a customer says they were charged but the payment is not visible as successful, or if several customers can't complete payment after you've checked the steps above. Have the transaction date, amount, the online payment option used and any reference number ready. Do not share credentials or full card details.

For a confirmed successful payment that needs to be returned, see Refund an online payment.