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.
User Cannot Add a Payment
If a user reports they cannot add any payment type (cash, check, credit card, ACH) from the CRM, the most common cause is a missing role permission — not a processor or configuration issue.
Check: System Settings → Roles → CRM tab → Allow Payments without Register
If this permission is unchecked on the user's role, they will be unable to record any manual payment from the CRM regardless of payment type. An admin must enable this permission for the affected role.
NOTE: This permission applies to locations that do not use a POS register, as well as any user who needs to enter payments directly from the CRM. If a user could previously add payments and lost access after a system update or role change, this is the first setting to check.
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.
Note that full account and routing numbers are not displayed in Sharper after saving — for security, ACH details are masked. The last 4 digits of the account number are visible in the Payment view (CRM → Payments). To verify full bank details, log into your payment processor (e.g., Payroc).
For card payments, confirm the card type and expiration date shown are correct.
If the payment method needs to be corrected, re-enter the details under Payment Settings and save.
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 Failure Causes
Symptom | Likely Cause |
User cannot add any payment type in CRM | Allow Payments without Register not enabled on the user's role (System Settings → Roles → CRM tab) |
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.