From Softpay app version 3.2.50 (Android), our error message screens tells you what went wrong and for some common issues you also get guidance what to do next. (In previous versions, only an error code and an error message are shown.)
The new error screen
Each error screen now shows two things:
A title with the outcome, for example Declined or The transaction was cancelled. For card payments, the title stays the same as before.
A message in plain language that explains what happened, whether a payment was completed, and what you can do about it.
Get the full details by clicking on the (i) button
How to access the error code and other details
After you press the (i) button, you will see the screen below:
This screen shows the support code (for example T.900.860), your App ID, the merchant and store name, the app version and the timestamp of the error.
Tap on the Share icon in the top right corner of the screen to share everything via email or another channel.
Note: The details screen closes by itself after 20 seconds, but you can open it again.
Who should the error details be shared with?
Usually you share the error with your Softpay reseller and then they will forward it if they are not able to help you. If you are unsure, contact your Softpay reseller.
The description should help you to understand who to share the error details with. The table below provides some further guidance using a few examples:
Error type | Who can help |
Transaction declined ( | Either there is an issue with the card or the acquirer declined the transaction. If it isn't a card issue, check with your acquirer. |
Something on the device interrupted the payment ( | Check if anything on the device interrupted the transaction (f.ex. incoming phone call). If there is no clear explanation and it is reproducible, check with your Softpay provider or your internal IT team. |
Terminal setup problems ( | Check with your Softpay provider. |
Network blocking a secure connection ( | Check your internet connection with your IT team |
Our old error screen
You can also access error details under the old error screen, when you tap for 5 seconds on "Aborted" (the error title).
Then you can share it in the same way as for the new error screen.
New error screen for comparison:
Let us know if you have any further questions regarding this topic.