Troubleshooting: Why Are Customer Key Presses Not Being Accepted?

The Paytia platform operates by detecting key presses (DTMF tones) from your customer’s telephone. Each key press generates a sound that corresponds to a number, *, or #, which the platform listens for to guide the customer through the secure payment process.

If key presses from your customer's phone are not being recognised, follow this step-by-step guide to identify and resolve the issue.

Step 1: Check for DTMF Tone Transmission

1. Return to Conversation Mode

   • If the key presses are not being accepted, press * on your dial pad.
   • This action reconnects you with the customer for a direct conversation.
2. Test for Audible Key Press Tones

   • Ask your customer to press a few keys on their phone’s dial pad.
   • Listen carefully to determine if you can hear the tones:
     • If you hear tones: The DTMF signals are being sent successfully from the customer’s phone.
     • If you do not hear tones: The signals are not being transmitted.
3. Next Steps

   • If tones are audible: Attempt the transaction again.
   • If tones are not audible: Instruct your customer to end the call and dial back, or you may call them back to retry the transaction.

Step 2: Perform a Test Call to Verify DTMF Tone Transmission

Follow this guide to confirm if the issue lies with DTMF tone forwarding:

1. Initiate a Test Call

   • Call your business number and speak with an agent.
   • During the conversation, press a few keys on your phone’s dial pad.
2. Check for Key Tones

   • Ask the agent if they can hear the tones:
     • If they hear the tones: The DTMF tones are reaching the first leg of the call.
     • If they do not hear the tones: The issue may be with the customer's device or network.
3. Transfer the Call to Paytia

   • While on the call, transfer the call to the Paytia platform by pressing 7-2-9
4. Test Key Tones Again

   • Once the call is connected to Paytia, press a few keys again.
     • If you hear the tones: The system is receiving DTMF signals correctly.
     • If you do not hear the tones: The tones are not being forwarded from the first call leg to Paytia.

Step 3: Contact Your Call Provider (If Needed)

If the DTMF tones are not relayed to Paytia during the test, the issue likely lies with your telephony provider. Contact your call provider and inform them:

1. The DTMF tones are not being transmitted across the second call leg when forwarding to Paytia.
2. Request their assistance in troubleshooting and resolving this issue.

By following these steps, you can quickly identify whether the problem is with the customer's phone, your call connection, or your telephony provider. For additional assistance, contact Paytia Support.