TechFusion The M-Pesa button is missing at checkout
- Your admin hasn't finished Setting up M-Pesa, or the M-Pesa payment method is switched off for this location (Business Locations › Edit › Payment options).
- In the app, close and reopen it to pick up new settings.
The customer didn't get the PIN prompt
| Message | What it means | What to do |
|---|---|---|
| Request cancelled by user | The customer pressed Cancel | Send again, or use Till/Paybill |
| DS timeout / user cannot be reached | The phone was off, out of network or locked | Ask them to unlock the phone and check signal, wait 30 seconds and resend |
| No response from user | The prompt expired | Send again |
| Insufficient balance | Not enough money | Another method, or split with Multiple Pay |
Tip: If prompts keep failing for one customer, ask them to dial *234*1*6# (Safaricom's SIM update), restart the phone, and try again. Or switch to Customer pays Till/Paybill. It works on any phone.
"Waiting for the payment…" doesn't finish
- Paybill/Till: check the customer paid the exact amount to the right number. If several payments of the same amount came in, tap the customer's payment in the list.
- Prompt: tap Check again. Safaricom sometimes confirms a few seconds late.
- If the customer has an M-Pesa message but the sale still won't complete, use Enter code with the code from their message.
The money arrived but no sale was saved
Admins can see every payment received under Settings › M-Pesa payments › Payments received. Unused payments can be picked at checkout from the Till/Paybill tab within 30 minutes. After that, use Enter code.
Keys don't work ("Invalid credentials")
Check the Environment is Production, and the consumer key/secret come from the live Daraja app for this Till/Paybill. Then use Test keys with Safaricom.
When contacting support, include the time, amount, customer's number and the message shown.
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