PayPoint says it is working to resolve an issue that is seeing partnered retailers having issues with their card transactions.

Natalie Lightfoot, of Londis Solo Convenience, Baillieston, Glasgow, told Better Retailing: “It started first thing this morning. The [card transaction] issue does slow down my queues, and we’re asking customers to pay cash or use the delivery card terminal to pay, which runs on data and tends to be used by delivery drivers. The thing is these [glitches] keep happening more often. There was one a few a weeks ago. We have no ETA on when it’ll be fixed, we’ve been told they don’t know just yet. It’s a wider problem at the moment. Luckily we’ve not lost sales.”  

Fiona Malone, of Tenby Stores and Post Office in Pembrokeshire, said the issue is with Lloyds Cardnet, which is affecting card payments.

Paypoint piloted a partnership with Lloyds Bank Cardnet in April 2024, and officially launched the partnership in July.

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Malone said: “I got a message from Retail Data Partnership [RDP] saying that payments were impacted on all machines provided. We haven’t been taking card payments on our tills until we get clarification, we’re taking cash. It is a pain in some ways, because it takes the customers longer to get out the shop.”

Malone added there is a “silver lining” in asking for cash as the store has a Post Office inside, “so we get paid for those cash payments”.

“There have been no messages regarding resolving the issue,” she added. “It does seem to be more often, these outage issues, and it makes me very wary. At home we have a little stash of cash in case this happens for a couple of days.”

A PayPoint spokesperson told Better Retailing: “Cardnet has advised us of an issue that they are resolving ASAP. This will likely mean you are unable to take card transactions at this time. Please do not do a reboot or Meta Data Reset as this will not resolve the issue. Our apologies for the disruption this will cause. Further updates will follow.”

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