Are you sure my transaction issues will always be resolved?

Absolutely,
Do not panic, there is a responsive backend team working on any issues or queries that might arise in the process of using our services.

Sometimes payment attempts fail due to bank errors, customer errors, gateway errors or even poor network connectivity. Unfortunately, banks occasionally debit their customers for these failed transaction attempts.

All you need to do is identify exactly what type of transaction error occurred and how to properly alert the right attention and we will resolve it in record time.

Kindly hold on for feedback for 24 hours after the Sender initiates the transaction, in case a reversal is initiated by the originating bank.

Oftentimes, wrongful debits that occur when a payment attempt fails are reversed by the customer’s bank 24 hours after the debit, or the next working day if the debit occurs on a non-working day.

If the sender has reached out to his bank after 24 hours and confirmed that the transaction was successful on their end, you can go ahead and log a complaint with us via any of the following support channels:

1. WhatsApp (‭+234 809 056 5661‬)

2. Support mail (OurPass Cares)

Instagram: https://instagram.com/getourpass?igshid=MWQ2ODkyMjM=

If you made a transfer from your OurPass account and the recipient hasn't received value, kindly hold on for 24 hours.

If you do not receive a reversal after this period, you need to report the debit so it can be investigated and settled.

Kindly reach out to OurPass Customer Success team via any of the following support channels:

1. WhatsApp (‭+234 809 056 5661‬)

2. Support mail (OurPass Cares)

Instagram: https://instagram.com/getourpass?igshid=MWQ2ODkyMjM=

First confirm from your customer, if the card is actually able to make transactions. Next, clean the chip of the card with a piece of clean clothing, wait for 30 seconds before trying again.

If the issue persists after this, Kindly reach out to the OurPass Customer Success Team via any of the Support channels for further assistance.

This means that the customer's bank or card network is temporarily unavailable due to a downtime.

They can retry the transaction at a later time or reach out to the OurPass Customer Success Team via any of the Support channels for further assistance if the issue persists.

If you do not get a reversal for this transaction after 24 hours, kindly reach out to your bank to raise a dispute ticket. Also do this if your bank confirms the transaction was confirmed successful from our end.

If it wasn't successful from the OurPass end, kindly reach out to OurPass contact center via our online support channels to report the debit so it can be investigated and settled.

This error typically occurs when we are unable to validate the outcome of a transaction. There are two possible outcomes:

The customer was not debited:

kindly advise the customer to wait for a few minutes and retry the transaction.

The customer was debited:

Kindly check your End of Day Transaction (EOD) to confirm the transaction status and if it's still not reflecting on the EOD Menu

Please reach out to the OurPass Customer Success Team via any of our online Support channels for further assistance.

If your customer makes payment into your OurPass account with your POS terminal and it shows approved on the transaction receipt and EOD(End Of Day) statement, but you haven't received value for this transaction, kindly hold on for 24 hours.

If you still do not receive value after this period, kindly reach out to OurPass Customer Success Team via any of our online support channels to report the debit so it can be investigated and settled.