Transaction cancelled

Overview

This error would appear on the Kazang Pay screen when a vendor attempts to process sales using  certain cards on an outdated KP app.

Why would this happen:

1) If the KP app version on the device is outdated, these specific cards would decline with this message/error on the screen. (Capitec Gold, FNB Gold, SASSA)

Resolution:

Should an agent or vendor experience this error on their device, they should be advised to update the app version on the device to the latest one to avoid further declines. The current version of the app is version 1.1.39

First line troubleshooting steps:

The steps below need to be followed on the device for updating the app version. 

1) Navigate to the home screen of the device where all the apps are listed and select “AppMarket”

2) Then select the Kazang Pay app and click on upgrade. The latest version should be 1.1.39

The above error can be escalated to the Kazang Pay Support department if the error persist after following the steps laid out above. 

Escalation matrix: 

When escalating to the Kazang Pay Support department, you can log a ticket and assign it to the FreshDesk group called Kazang Pay Support. We have a set SLA of 24 hours (To accommodate offline hours and also extended offline hours on weekends).

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.