When a prepaid sale fails
- iKhokha App
- iK Flyer
- iK Flyer Lite
Check the message and transaction status before trying again when a prepaid sale fails.
If an iK Prepaid sale fails, read the message shown before trying again. The problem can be with the customer's account or meter details, the amount, the provider, the product, the connection or the output after a successful transaction. Start with the checks below. If you topped up the prepaid balance by EFT, ATM or another method and the balance has not updated, see Top up your prepaid balance instead.
Start with the message shown
Read the full message on the iKhokha app, iK Flyer or iK Flyer Lite.
Check whether the transaction is marked failed, pending or successful.
Keep the customer, account or meter details and amount ready.
Confirm whether the first transaction completed before trying again. Check that the first attempt failed before you retry the sale.
Customer, account or meter details are not recognised
Check the number with the customer and compare it with what was entered. This applies to a mobile number, customer account number, meter number or other reference. Correct the details and try again only when the transaction is clearly unsuccessful.
The amount or product is not accepted
Check the amount and product shown on the screen. If the screen says the amount is invalid, too high or too low, use a value accepted by the product or provider.
If a product is unavailable or out of stock, choose another product shown as available or try again later.
The provider or service is unavailable
A provider or service problem can prevent the transaction from completing even when the customer details are correct. Check the message and the service status if the provider displays one. Try again once only if the transaction is clearly failed. If the issue continues, stop retrying and keep the message and transaction details.
The device is offline
Check the iK Flyer or iK Flyer Lite connection and try again once the card machine is back online. If the issue is the connection, see Card machine troubleshooting for the checks to work through. An offline message does not mean the prepaid sale went through.
Electricity-specific problems
Recheck the meter or customer account number and the amount. A meter can be blocked, unsupported or already issued a free allocation.
Check whether the municipality's prepaid service is operating.
Check that the municipality is listed as supported for prepaid utilities.
Follow the message shown for the meter or account. If the problem is specific to the meter, ask the customer to check with the municipality or utility provider.
If the municipality is supported and the sale still fails, stop retrying and keep the meter number, municipality name and exact error message.
The voucher, PIN or receipt did not appear
First confirm whether the prepaid transaction succeeded. If it succeeded, use the receipt or voucher options shown by the device or app. An iK Flyer can print where printing is supported; iK Flyer Lite does not have a built-in printer, so use the digital output options shown.
If the transaction succeeded but the iK Flyer printer has no paper or reports a printer fault, see Card machine troubleshooting for help with the printer. A printer fault is different from a failed prepaid transaction.
What happens if money was taken?
If the customer says money was taken but the prepaid result is not successful, don't try the sale again until you have checked the transaction status. Keep the amount, time, customer reference, product and exact message. If the result remains unresolved, use the Support section below.
Don't promise when money will be returned. The outcome depends on the transaction status and the refund rules that apply.
If the problem is still unresolved
Contact Support if you still cannot confirm the transaction result after the checks above, a successful sale did not produce the expected voucher or token, or the customer was charged without receiving the product. Share the transaction reference and exact message, but never share an OTP, PIN, full card details or banking password.
Check the product and customer details before checkout because a completed prepaid transaction may not be reversible. See Sell prepaid products for the pre-checks that prevent errors.
