Check the device for connection or cable issues. Try using other cables.

Log on to your Maya Business Manager account, file a ticket, and provide the details of your concern. Call the Maya Business Support hotline for further assistance.

1. Call the Maya Business Support hotline to request for your OTP.
2. To reset your PIN. Go to your Maya Terminal. Tap Menu. Tap Reset PIN then generate OTP.

1. First, check if you’re connected to the internet. If you are still unable to complete the batch settlement, Call the Maya Business Support hotline to request for an over-the-air (OTA) push for the device
2. Make sure the Maya Terminal device is connected to the internet when you call the Maya Business Support hotline.

1. First, check if terminal is connected to the internet. Make sure to dip/tap the card properly.
2. If the EMV error persists, ask the customer if they have other cards.
3. If the same error happens using other cards, your device might need updating. Call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the device.

1. First, check if terminal connected to the internet. Try the transaction again.
2. If the transaction still fails, call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the device.

1. First, check if you’re connected to the internet.
2. Please check Parameters. To check Parameters, go to your terminal’s Maya app. Tap ONE App, tap Menu. Tap Update Parameter. Tap Yes.
3. If the transaction still fails, call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the device.

1. Check the cable connection and restart the terminal
2. If error still persists, call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the ECR app.

1. Check the cable connection and restart the terminal
2. If error still persists, call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the ECR app.

1. Check the cable connection and restart the terminal
2. If error still persists, call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the device, as well as request assistance for servicing.

If the transaction is shown as CANCELLED in the receipt, do not honor the transaction. The transaction might have been voided or interrupted while being processed.

The customer paid already using QR/Card but decided to pay via cash/installments with other card issuer, cash, or installment using another Acquirer or ACQ. What is the refund process for this?

Card Transactions

1. If a physical card was used for the transaction, call the Maya Business Support hotline , to manually refund the money.
2. Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]

QR PH Transactions

For QR Ph transactions, merchant may process the refund request in the Maya Business Manager . If the merchant’s refund button is not enabled in Maya Business Manager, they can have it manually processed through the same process of Card Transactions above.

The cashier has processed an incorrect amount and the customer already paid for it.

Two Types of Errors:

1. Overpayment

   The customer paid more than the correct amount and will need to be refunded with the variance amount.

   Please follow the refund request process (see refund process of [Change of Mode of Payment]())

2. Underpayment

   The customer have not paid the total amount of the transaction and will require customer to pay the variance amount.

   This is discouraged to force post transactions since this will expose both the merchant and Maya to chargeback risks. It is recommended that if the merchant has contact with the cardholder, they can refund the transaction with the wrong amount, then ask the cardholder to redo the transaction with the correct amount.

1. Call the Maya Business Support hotline , to manually refund the money.
2. Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]

It is the cardholder’s issuing bank’s responsibility to credit back the refunded amount to the cardholder, once the refund has been processed by Maya or by the merchant.

1. Check if your phone has enough battery and network signal.
2. Check if the phone’s inbox is full. Delete older messages if necessary.
3. You may also write down the transaction reference number from your customer’s QR wallet app and check the transaction in your Maya Business Manager.
4. Maya QR Ph transactions are recorded in Maya Business Manager in real time.

1. Call the Maya Business Support hotline , to manually refund the money.
2. Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]

If the amount was deducted to the cardholder’s account despite the transaction being declined, advise the cardholder to report and call their bank for the return of their money reversal (the turnaround time depends on the bank.)

Do not honor a transaction that is indicated as PENDING REVERSAL. The Maya Terminal device is trying to void the transaction due to an error encountered during processing. Repeat the transaction to remove the error.

Void transactions directly from the Maya Terminal.

For QR transactions

Void transactions through the Transaction List in your Maya Business Manager . Partial voiding cannot be done. You need to wait for the following day to have the transaction processed as a refund instead. Partial refunds can be done through your Maya Business Manager as well.

Check if a transaction was successful through the settlement reports in your Maya Business Manager .

1. Settlement Reports are available in Maya Business Manager.
2. Select a Merchant ID (MID) from the dropdown menu and change the date range to view the settled transactions per day.

• Settle transactions in the Maya Terminal device daily. Unsettled transactions have 144 hours (6 days) from the time of transaction authorization to be settled in the Maya Terminal, otherwise, these will expire and become invalid for settlement
• The 6-day period is a rule of the card schemes that Maya needs to adhere to.

• Proceeds are credited to the merchant’s bank account the next banking day in LUMPSUM.
• There are no settlements on weekends and holidays.
• The merchant may check the breakdown by tallying settlement reports that can be downloaded in your Maya Business Manager.

Request for thermal rolls and other supplies through your Maya Business Manager . File a ticket in the Contact Support section with the following details:

• Merchant ID (MID)
• Maya Terminal device ID
• Branch
• Contact Person
• Contact Number

1. If the Maya Terminal is connected to an Electronic Cash Register (ECR) and is unable to open port, report to the head office and Connect with Maya Developers .
2. Driver installation may be needed with the ECR.

1. Windows should auto install the required USB driver. In some cases, you may need to install the PAX/Sunmi Driver.
2. Coordinate with your assigned Maya Relationship Manager for a copy of the PAX/Sunmi Driver installer.

Be ready with the following information and contact us in any of the channels.

• Merchant Name
• MID (Merchant ID)
• Maya Terminal Model and Serial Number
• Details / background of the problem
• Screenshot, photo, or recorded video of the issue (optional)

1. Make sure you are enrolled in the Maya Developer Hub Service Desk . Otherwise, email [email protected] , with subject: Merchant Name | Request for ASKMAYADEV Access, and provide the following:
   1. Merchant Name
   2. Merchant ID
   3. Maya Solution Onboarded (e.g. Maya Terminals, Maya Checkout, etc.)
   4. Assigned Relationship Manager
   5. List of email addresses of your developers, that will be engaging with Maya.
2. Create ASKMAYADEV ticket in Maya Developer Hub Service Desk .
3. On the ticket created, make sure to provide the following information:
   1. Maya Terminal Model and Serial Number
   2. Maya ONE and Maya ECR application versions
   3. Details / background of the problem
   4. Screen display if the "DEBUG only" watermark appears (if using a test terminal device): Yes / No
   5. Raw request and response (e.g. -debug option in ECR Tool)
   6. Procedure to replicate the issue
   7. Screenshot, photo, or recorded video of the issue