Retry a transaction (Portal)
Charge Again lets you rerun an existing transaction without starting from scratch: the form pre-fills with the original customer and payment details. Use it to recover a declined payment, repeat a charge, or resubmit after a customer updates their payment method. You can also take card-present payments with a registered card reader — see Make a card-present payment.
Find transactions to retry
Charge Again is available on any transaction, regardless of status or payment method — including refunds.
Navigate to Pay In > Reports > Transactions. Filters let you narrow the report to show only transactions that match specific criteria. Use them to locate a particular payment, isolate transactions by customer or date range, or focus on a specific status.
To filter rows, click Filters. Filters are grouped into four categories: Transaction Details, Payment Method, Customer Information, and Processing Information.
Filter behavior:
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For fields that accept multiple selections, the filter uses OR logic: selecting Declined and Failed as Transaction Status values returns transactions matching either one.
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For string fields, unquoted text matches partially. For example, filtering Customer Name with
Riveramatches any customer whose name contains that string. Wrap a value in quotes for an exact match:"Maria Rivera"returns only that customer. -
Some string filters also offer an Exclude values toggle, which inverts the filter — returning all transactions except those matching any values you entered.
Date filters on this report apply a fixed range. For example, if you save a report with a date filter for July 1 to July 3, 2026, reopening it later still shows that same fixed range. It doesn’t shift to “the last 3 days.”
For filter options and saved views, see Manage Pay In transactions.
Run Charge Again
Open the Charge Again panel
Locate the transaction, click the three-dot icon, and select Charge Again.
Choose an operation
- Sale — processes the payment immediately
- Authorize — reserves the funds. You must capture them separately before they settle. See Capture an authorized transaction.
Enter payment details
Adjust the amount or description as needed, or click Search or add an item to change the itemized charges. You can select existing catalog items or save new ones to your catalog.
Optionally, enter an invoice number.
Select a payment method
Select a stored payment method or enter new payment details. Optionally, check Save payment details for future use to store the method.
For a card-present payment, see Make a card-present payment instead.
Make a card-present payment
You can start a card-present payment through Charge Again the same way as a standard retry. Follow Open the Charge Again panel through Enter payment details, then continue here to select the device and send the payment.
This requires a card reader registered at the paypoint. To learn about supported devices and how to set them up, see Devices overview.
Select Device / Terminal
Select Device / Terminal, then choose a device from the dropdown. The dropdown lists the active devices registered at this paypoint. A device that’s already processing a transaction shows as Busy, and you can’t select it. If the dropdown shows No devices associated with this paypoint, check that the paypoint has an active, registered device.
Send the transaction to the terminal
A Device / Terminal payment skips the Review step used for other payment methods. Click Get Paid to send the transaction to the terminal.
For a one-time payment on an AXIUM device, a payment dialog opens with the amount and the device name. It tracks the payment’s progress: Sent to device, Customer pays, and Result. If the payment can’t reach the terminal, the dialog shows the error. Click Try again to return to the form, or Close.
Complete the payment on the terminal
The terminal prompts the cardholder to review the amount and present their card. While the dialog shows Waiting for the customer, the cardholder completes the payment on the terminal. Closing the dialog doesn’t cancel the payment. To find the result later, check the Transactions report.
When the payment finishes, the dialog shows the result:
- Approved: the dialog shows the card, reference ID, and auth code. Click View transaction to open the transaction, or New transaction to start another payment.
- Declined or Transaction cancelled: click Try again to return to the form with your entries, or New transaction to start over. To find out what a decline reason means and how to resolve it, see Pay In unified response codes reference.
- We couldn’t confirm the result: the payment might still complete on the terminal. Click View transaction and check its status before you charge the card again.
For other devices, such as PAX devices, a Transaction Initiated summary opens instead. It doesn’t update when the payment completes, so find the transaction in the Transactions report to see whether it was approved or declined. To learn more, see Manage Pay In transactions (Portal).
To cancel, press cancel on the terminal. You can’t cancel a card-present transaction from the portal. If the cardholder doesn’t complete the payment in time, the transaction fails with the reason Device Timeout. Before you retry, check the transaction’s status in the Transactions report, and retry only if the payment didn’t complete.
Handle a second decline
To retry a declined payment, locate it in the report, select Charge Again, and try a different payment method.
If the card is declined a second time, ask the customer to contact their bank before retrying.
If you see a system error rather than an issuer decline, the error isn’t related to the customer’s card. Retry the transaction. If the error persists, escalate to Payabli support.
Related resources
See these related resources to help you get the most out of Payabli.
Prerequisites
- Manage Pay In transactions (Portal) - Use the Transactions report to locate the transaction you want to retry