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Fix it at the counter

These are the six things that actually go wrong, and what to do about each one. Start here before getting in touch — most of it is solved in under a minute.

The customer cannot scan my code

  1. 01Turn your screen brightness up — most scan failures are a dim screen in sunlight.
  2. 02Ask them to open the camera app directly rather than a scanner inside another app.
  3. 03If their phone is older, tap 'Copy link' on the payment screen and send it by message instead.
  4. 04Codes expire after 15 minutes. If it has been sitting a while, create the charge again.

My printer will not connect

  1. 01Bluetooth printing needs Chrome, Edge or Opera. It does not work in Safari or on iPhone.
  2. 02Make sure the printer is powered on and not already paired to another device — most only accept one connection.
  3. 03Pair from Settings, then Printer. Your browser will show a device picker; choose the printer by name.
  4. 04If the picker is empty, turn the printer off and on again and retry. Some models only advertise for 60 seconds.
  5. 05On iPhone, use 'Send receipt link' or the print dialog instead.

A payment says pending but the customer paid

  1. 01Wait about ten seconds — confirmation arrives from the card network, not from your phone.
  2. 02Pull down to refresh the transaction list.
  3. 03If it is still pending after two minutes, ask the customer whether their banking app shows the charge.
  4. 04Send us the transaction reference and we will reconcile it directly with the processor.

My withdrawal has not arrived

  1. 01Bank withdrawals take 1 to 2 business days and do not move on weekends or public holidays.
  2. 02Debit card payouts usually land within 30 minutes but can take longer if your bank holds them.
  3. 03Check the payout status in your dashboard. 'Processing' means it has left us.
  4. 04If a payout was rejected, the reason is shown next to it and the funds are back in your balance.

I have hit my weekly limit

  1. 01New accounts can take $500 per rolling seven days.
  2. 02Open Settings and submit a verification request to have the cap removed.
  3. 03You will need a complete business profile and a payout destination in your own name.
  4. 04Most requests are reviewed within one business day.

A customer is disputing a charge

  1. 01Refunding a genuine complaint yourself is faster and cheaper than defending a chargeback.
  2. 02Contact us with the transaction reference to have a refund processed.
  3. 03For a formal chargeback, gather your receipt and any proof the customer received the goods.
  4. 04Card issuers take 30 to 90 days to decide, and the decision is theirs.

Still stuck?

Email us with your business name and, if it is about a specific sale, the transaction reference from your history. That reference tells us everything we need, so we can usually answer in one reply rather than three.

support@eyapay.app

Reference material: Terms · Privacy · Refunds · Verification & limits