For: Prommt account administrators and IT contacts.
Before you start
When payments are failing across the board, there are four places to check — in this order. Work through each before contacting Prommt Support, as the answer is usually found here.
Step 1 — Check your account is in Live Mode
Go to Settings → Card Gateway in your Prommt dashboard.
Under Live Mode, confirm the toggle is switched on.
If the toggle is off, your account is in Test Mode — real payments cannot be processed. A red banner will also be visible at the top of your dashboard as a reminder.
Live Mode is activated by Prommt as part of your go-live process. If the toggle isn't available to you, contact Prommt Support and we'll complete activation.
Step 2 — Confirm your gateway is connected
On the same Settings → Card Gateway page, check the connection status under Connect to your Card Payment Gateway.
When your gateway is correctly connected, you'll see a confirmation showing which gateway is active — for example, "Your account is connected to Adyen".
If the connection status is not showing as connected, this is a configuration issue that needs to be resolved by Prommt Support. Do not attempt to reconnect the gateway yourself — contact us via the chat button in your dashboard.
Step 3 — Check the Payment Gateway Response on a failed payment
Go to View Payments and open one of the failed payment requests. Look for the Payment Gateway Response field.
This is the failure reason reported directly by your payment gateway — it tells you whether the problem is on the gateway side, the card issuer side, or with authentication.
Use the table below to interpret the response and decide on next steps:
Payment Gateway Response | What it means | What to do |
| The card issuer is declining — not a Prommt or gateway issue | Ask the customer to try a different card or contact their bank |
| The 3D Secure authentication step wasn't completed | |
| Card-level issue | Customer needs to use a different card |
| Connectivity issue between Prommt and your gateway | Contact Prommt Support — include the exact response text |
| Card type or transaction blocked at the gateway | Contact Prommt Support — may need a gateway-side configuration change |
Blank / empty / no response | The transaction didn't reach the gateway at all | Contact Prommt Support urgently — this points to a platform-level connectivity issue |
If every failed payment has the same non-card-decline response, or the Payment Gateway Response field is blank on multiple records, contact Prommt Support immediately — don't wait.
Step 4 — Check your account limits
Go to Settings → Billing and review your Monthly Usage.
If you have reached your Monthly Turnover limit or used all available Credits, new payment requests may not process until your limits reset or are increased.
Monthly limits reset on the date shown on your Billing page
To increase your limits, contact your Prommt Account Manager
Step 5 — Consider what changed recently
If Steps 1–4 haven't identified the cause, think about whether anything changed on your account or at your payment gateway shortly before the issue started:
A gateway password, API key, or credentials were updated
Your gateway account was migrated or reconfigured
A PCI or security review was carried out by your gateway provider
Settings were changed in Prommt (card limit, Pay by Bank configuration, or similar)
Any of the above can break the connection between Prommt and your gateway without an obvious error message. If something changed, include that context when you contact Prommt Support — it significantly speeds up diagnosis.
What success looks like
When the issue is resolved, new payment requests will process normally and customers will be able to complete payment. Payment Gateway Response fields on successful payments will show an approval code rather than a decline or error message. If you were in Test Mode, a Live Mode confirmation banner will appear in your dashboard once it's enabled.
Still not resolved? Contact Prommt Support
If you've worked through all five steps and payments are still failing, contact Prommt Support:
Chat: Use the chat button in your Prommt dashboard
Email: support@prommt.com
When you contact us, include:
The Payment Gateway Response text from one or more failed payments (or confirm it's blank)
Your Live Mode status and gateway connection status
The date and time the issue started
Whether anything changed recently on your account or at your gateway
This gives our team everything needed to investigate without delays.