When ACH payments or card transactions stop processing, the issue usually falls into one of three categories: a configuration problem in Sharper, an issue with the payment processor account, or a problem with the customer's payment method. This guide walks through how to triage each.
Step 1: Confirm the Failure Is Real
Before investigating, verify the payment actually failed:
Check CRM → Payments for the customer. If a payment shows as pending or errored, the failure is confirmed.
Confirm the failure is not isolated to one customer — if multiple customers are affected, the issue is likely configuration or processor-side.
Step 2: Check Sharper Settings
For ACH:
Navigate to System Settings → Payment Methods.
Confirm ACH is listed as an active payment method.
Confirm the ACH payment method is enabled for the outlet where payments are being attempted.
For card/device payments:
Navigate to Company Settings → Payment Devices (if using a card reader).
Confirm the device is active and linked to the correct register.
Confirm the Payroc app is open and connected on the device before attempting payment.
Step 3: Verify the Customer's Payment Method
Open the customer's profile in CRM → Customers.
In Payment Settings, review the saved payment method on file.
Confirm the account number, routing number (for ACH), or card details are correct and not expired.
If details are wrong, update them and retry.
Step 4: Check for Processor-Side Issues
If Sharper settings appear correct but payments continue to fail:
Check with your Payroc account representative for any holds, restrictions, or errors on your merchant account.
ACH failures may take 1–3 business days to surface — a payment that appeared to succeed may return as failed.
For returned ACH payments, use the Bounce Check feature in CRM → Payments to reverse the payment and restore the customer's balance.
Common ACH Failure Causes
Symptom | Likely Cause |
ACH fails for all customers | ACH not enabled in System Settings, or processor account issue |
ACH fails for one customer | Incorrect bank details on file; account closed or restricted |
Card payment fails at device | Payroc app not connected; device not linked to register |
Payment processes but returns as failed later | ACH return — use Bounce Check to reverse |
When to Escalate
Contact Sharper support if:
ACH is configured correctly but payments fail consistently without a clear error message.
You receive processor error codes you do not recognize.
A payment appears settled in Sharper but did not deposit to your bank account.
Provide the affected customer name, payment date, and any error messages when escalating.