Common problems and how to solve them

Quick help when you cannot sign in or a payment did not go through.

9:41●●●Wi-Fi100 %

‹Payment

312,00Kč

Failed

Insufficient balance · there is not enough money in the account. Choose another account or top the balance up.

Merchant

Lékárna Nová

Transaction ID

A5DH8Q

Use another account

Try again

STEP 1 / 2

The payment failed

On the payment you see the state and the specific reason, insufficient balance for example.

You can solve most problems yourself in a moment. Here are the most common situations and what to do about them.

1
I cannot sign inCheck your internet connection and that the app is up to date. If the problem persists, close the app and open it again.
2
The payment did not start after I tapped my phoneUnlock the phone and switch NFC on. Then tap the phone on the PayPoint again.
3
The payment failed at the bankCheck the balance in the account and that you have the right account connected in Mo.one. Then try the payment again.
4
The bank connection has expiredOn the account detail tap „Renew access“ or „Renew payments“ and confirm the consent in your bank.

If you are not sure what to do, write to info@mo.one or call 226 633 296. We are happy to help.

Did you not find the answer?

Choose who this concerns and we will send you to the right support form. Or write to info@mo.one or call 226 633 296.