If a card transaction has failed and you haven't received a notification from Payhawk, make sure you have activated your push notifications. Payhawk notifies the cardholders about any failed card transactions.
However, if your push notifications have been enabled, your card transaction fails, but you still haven't received a push notification, this means that the reason for the failed card transaction involves third-party factors such as an issue with the merchant's payment system. Therefore, in such cases, you need to contact the merchant directly for assistance.
If the merchant can't assist you, contact the Payhawk Support team over the chat or email at support@payhawk.com. The more information the Support team has, the easier they can troubleshoot the issue.
When you contact Payhawk Support, provide them with the following details to help them investigate further.
First 6 digits and last 4 digits of the card, for example, 444444XXXXXX4444.
Day, time, and location of the attempted transaction.
Name of the merchant.
Amount.
Any error message that has been displayed.
If possible, send a print screen of the receipt or any error messages.
Information about whether you have contacted the merchant.