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Troubleshooting Easy Cashier · Restaurant Admin (Owner) · Manager Updated September 2026

Payment failed

A payment attempt was unsuccessful and the order is not marked paid. Diagnose safely before trying anything again.

What happened?

A payment attempt was unsuccessful and the order has not been marked as paid. The guest may have seen an error on their phone, or the till said "The payment could not be recorded".

Why it can happen

  • The guest cancelled or mistyped at the payment step (the most common case — no money moved).
  • The guest's bank or UPI app declined the transaction.
  • The connection dropped mid-payment, so the attempt never completed.
  • The gateway configuration is disabled or broken (Razorpay not configured).
  • At the till: the record could not be saved (usually a connection problem — cash sales queue offline instead).

Before you start

  • Internet connection at the restaurant (and on the guest's phone, for online payments).
  • The order's current status and Owed amount (Billing → To collect, or the till).
  • The payment's status on the order (Payment statuses).
  • Whether the guest's account was actually charged — ask them to check their bank/UPI app now, not later.

How to fix it

  1. Step 1 — Open the order and read the payment status. Failed means no money was captured.
  2. Step 2 — Confirm with the guest whether money actually left their account (their UPI/bank app shows it instantly).
  3. Step 3 — Branch: no money left → safely retry (below). Money left → stop and follow Payment pending — that is a reconciliation, not a retry.

If the customer was NOT charged

  • Retry the payment once — online from the guest's order page (Pay now), or at the counter in any method.
  • If online keeps failing, settle at the counter (cash/UPI/card/wallet) — the bill does not care which door the money came through.
  • If every method fails for every guest, the gateway configuration may be broken — check Razorpay setup status ("Configured but disabled" is a common culprit) and contact support.

If the customer WAS charged

Careful

Do not take another payment. Do not close the bill as paid by hand. The correct path is the reconciliation procedure in Payment pending — it exists precisely for this moment.

What NOT to do

Do not

  • Do not charge the customer again "just to be sure" — a failed payment captured nothing; a pending one may capture yet.
  • Do not mark the order paid manually or delete anything to make the screen look right.
  • Do not force-clear the table with an unpaid bill (Clear a table explains why).

How you know it is fixed

The order shows Paid with a captured payment covering the bill, the guest's order page agrees, and the amount appears in your gateway dashboard / drawer at close-out.

Still not working?

Contact RestoQR support — category Payments — with the order number, the time, the method attempted and what the guest's bank app shows. For money already taken, include the gateway payment reference (e.g. the pay_… ID from the guest's receipt or your Razorpay dashboard).