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Merchant account troubleshooting
The common reasons merchant setup or payments refuse to proceed on Kit Pay, what each one means, and the honest fix.
Merchant tools refuse loudly rather than failing quietly — when something is not right, you get a refusal with a reason, not money in a strange state. Here are the refusals businesses actually meet, and what each one is telling you.
"An active business wallet is required for merchant settlement"
The most common setup stop. A merchant account settles only into an active business wallet — a personal wallet does not qualify, and neither does a business wallet that is not active. The fix is sequencing: create the business wallet first, confirm it is active, then set up the merchant account on top of it.
"This business wallet is already assigned to a merchant account"
One business wallet backs one merchant account, deliberately — each business keeps one unambiguous home for its money. If you are setting up a second business, give it its own business wallet rather than reusing the first.
A QR code scans but will not resolve
Merchant codes are signed and verified, and verification fails closed. A code that refuses is usually expired, revoked, or — for an amount-locked code — pointing at a payment that is no longer waiting. The fix is cheap: issue a fresh code from the app. Do not troubleshoot around a refusing code; the refusal is the security design speaking.
A member cannot do what they expected
Merchant accounts use roles — owner, admin, cashier, refund manager, viewer — and each role bounds what a member can do. A cashier who cannot issue refunds is the design working. If a member genuinely needs more authority, that is a role change made by someone who holds the authority to grant it.
The account itself is suspended or closed
A merchant account has a status: active is the working state, and an account can also be suspended or closed. If your merchant account is not active and you do not know why, open Help in the app from your signed-in account — account-specific answers only exist there, where the request is securely tied to you. Nobody legitimate handles your merchant account over social media, and what support will never ask applies doubly to business money.
Frequently asked questions
A customer paid but the payment shows pending — where is the money?
Pending means not settled: the payment has not completed into your business wallet. Watch the status rather than the customer's screen; a payment that completes will show it, and one that expires or is cancelled never became yours.
Can I move my merchant account to a different business wallet?
The settlement wallet is the merchant account's home and the pairing is strict. For questions about changing your specific setup, ask through Help in the app, where your account can actually be looked at safely.