Find a customer
Somebody is standing in front of you saying "I paid and nothing happened." This page answers that, in one sentence, from their phone number alone.
Open Find a customer in the sidebar and type the number.
Type it however they say it
0712345678, 255712345678, 0712 345 678, or just the last few digits; all of them find the same person. Customers read their number off their own phone in the local form, and Click stores it in the international form; you should never have to think about which is which.
The answer comes first
The top of the page is a single sentence, and it is the one you can read out loud. It will be one of these:
"Their payment did not go through: they have not been charged." The money never left their account. Ask them to buy again. If it keeps failing it is their mobile money, not your WiFi: usually not enough balance, or the PIN prompt was dismissed. Do not refund them. There is nothing to refund.
"Their payment is still going through." They started a purchase and have not finished the PIN prompt on their phone. Give it a minute and search again.
"They have time left: read them the password below." They paid, it worked, and their bundle is live. Either the text never reached them or they lost it. Read them the username and password, or press Send again.
"They are online right now." They are connected. If they insist they are not, they are usually on a second phone; the page tells you how many devices their bundle allows.
"Their time ran out 3 hours ago." They paid, they used it, it finished. They need to buy again. Nothing is broken.
"Nothing found for that number." Check the digits with them one at a time. If they paid from a different phone, search that number; Click matches the number the money came from, not the one they are browsing on.
What is underneath
- Their WiFi login: username and password, set large because you are dictating them across a counter. Plus their bundle, when it runs out, and which site it belongs to.
- What they have paid: every attempt, newest first, with whether it succeeded and whether the text was actually sent. That last part is the difference between "they lost the message" and "we never sent one", and you need to know which before you promise anything.
Send again
Beside any successful payment there is a Send again button. It re-sends the purchase text to their number.
Click normally sends that message exactly once, so that a payment provider retrying in the background cannot spam somebody with three copies of their password. This button is the deliberate exception for the case that stamp was never meant to block: a customer in front of you whose phone never buzzed.
If it says the text could not be sent, read the password off the screen instead and check SMS Logs for the reason.
What this page cannot tell you
If their phone genuinely never receives texts (a number that has been off the network, or a handset with a full inbox), no amount of resending will help. Read them the password. It works exactly the same as one they received by SMS.