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Hi to everyone!

We just started using MEWS TERMINAL last week, and we’ve been experiencing an odd issue while settling pending invoices.

When the payment fails, after being launched from the payment settling menu in the control panel, the transaction in mews says “elaborating”, and prevents us to do anything else with the unsettled invoice. the 3 dots menu goes blank and that’s it.

How can we solve this issue?

 

Apparently i haven’t found anything about it so ask for your help, fellas MEWSers!

 

Thanks a lot in advance

 

Cheers,

Nicolò

Hi Nicolò,

​@nbasa 

Thank you for posting your questions here. My name is Nadya from the Mews Support Team, and I’d be happy to assist with your queries!

Could you please confirm if, by "elaborating," you are referring to verifying showing as the payment status in Mews? If so, according to this help guide, Verifying means that a charge has been initiated and is waiting for the customer to verify it. You can move verifying payments to open bills, but you can’t close the bill until the payment has been verified.

If a payment remains in this state, Mews will send the guest an email with a link to verify the payment. This link remains active for 24 hours, meaning the payment status can stay as 'verifying' for up to 24 hours. Otherwise, it will be marked as Canceled status if no verification has been completed. 

However, if the status remains stuck on verifying, I recommend opening a ticket via the chatbot and provide the examples so our support team can investigate this further for you.

Please let me know if I’ve missed anything. Have a great day! :)

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