> ## Documentation Index
> Fetch the complete documentation index at: https://help.getposbridge.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment Fails or Gets Stuck

> What to do when a payment fails or stays in PENDING status?

<Note>
  **Important note:** POSBridge sends the amount to the SumUp terminal and displays the payment status. The actual card payment is exclusively processed by **SumUp**. For questions about the transaction itself (charge, limit) contact [SumUp Support](https://help.sumup.com).
</Note>

<AccordionGroup>
  <Accordion title="Terminal shows payment declined">
    The customer card was declined by SumUp — this is not a POSBridge issue. Possible causes: insufficient funds, card limit, blocked card. Ask the customer to use a different payment method.
  </Accordion>

  <Accordion title="Timeout or no response from terminal">
    1. Solo and iPad need internet — **not** the same Wi-Fi. 2. In POSBridge → **Terminals** the status must be **ONLINE**. 3. Restart the terminal (hold the power button 5 sec). 4. In the POS tile tap **Cancel** and send the payment again. 5. Connection gone? In the app under **Settings** log in to SumUp again → **Allow**.
  </Accordion>

  <Accordion title="Payment stuck in PENDING status">
    The terminal may not have received the request. Tap **Cancel** and send the payment again. First: Solo and iPad online, terminal **ONLINE** in POSBridge → Terminals. They do not have to be on the same Wi-Fi.
  </Accordion>

  <Accordion title="Transaction limit reached">
    Your plan monthly transaction limit has been reached. A warning appears in the dashboard. Upgrade to a higher plan under POSBridge → Settings → Plan.
  </Accordion>

  <Accordion title="SumUp connection invalid or expired">
    Open **Settings** in the app and reconnect SumUp: log in → **Allow**. There is no API key and no me.sumup.com → For Developers path.
  </Accordion>

  <Accordion title="Suspected double charge">
    First check in **me.sumup.com → Transactions** if two charges are really present. If yes: refund the duplicate amount directly in me.sumup.com (the second charge has no Shopify order). If the duplicate charge belongs to a Shopify order, simply refund via the order — POSBridge automatically pays back to the card.
  </Accordion>
</AccordionGroup>


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