Rejected Transactions

#⇨Transaction Rejection on Terminal

If a card transaction is either rejected or was successful but does not appear in the Viva.com Account, check if a receipt has been issued. If a receipt has been issued, verify whether it states that the transaction is Successful or Failed.

If no receipt was issued or it states Failed transaction, then no charge was made.

If a receipt was issued stating that the transaction was successful, or if the customer received an SMS/email with the receipt but the transaction does not appear in the Sales section of the Viva.com account, then:

1. Confirm that you are checking the correct time period in the Sales section.

2. Confirm that there were no prior failed charge attempts.

You will need to contact customer support for further checks on your terminal. Ensure you have kept the receipt or confirmed with your customer that they received the SMS/email with the receipt (in the case of Mobile terminals).

#⇨Transaction Rejected - Unknown Error (no available code - 2105)

If you see the message "Transaction Rejection - Unknown Error" (unavailable code - 2105) on your terminal, there may be an issue with your Viva.com account.

In this case, you will have received an update via email at the address you provided during registration. This email will contain detailed information, and you will have the opportunity to reply requesting further information.

If, after the above, the problem persists, please contact one of our representatives for further verification stating the steps you have taken.