Why does an order say a card was taken offline?
Check whether an offline card payment has been collected, failed, or needs review.
The till approved the card while it had no connection. Open the order and read the message in Payment Information:
| Message | What it means | What to do |
|---|---|---|
| Card taken offline, not collected yet | Stripe collects the money when the card reader that took it is back online. | Keep that reader powered and connected. |
| Card taken offline, collected | The money arrived and the order is paid. | Nothing. |
| Offline payment failed to capture | The card hold expired or the card was declined. No money was collected. | Use the card brand, last four digits, and payment ID shown to identify the payment, and follow up with the customer for another payment. |
| Offline card payment needs review | The money was collected but does not match the order, so the venue has not been paid yet. | Contact support with the order reference. |
The order is dated when the sale was made, even if it reached Tiquo later. Its payment status stays Pending until the money is collected. When the order arrived more than ten minutes after the sale, the message shows both times.