The Terminal Is Not Receiving the Payment Prompt

1. Ensure That the Payment Terminal Is Connected

You should see a cloud icon in the top-right corner of the terminal screen. If Wi-Fi is used, you should also see a Wi-Fi icon.

2. Ensure That You See the Correct Payment Terminal When Taking Payments

If you do not see the correct terminal, ensure that you have previously selected the correct department (location) in Provet Cloud.

Similarly, if Nordhealth Pay has not been up for the selected department, you will not see it as a payment option.

3. Contact Provet Cloud Support

If previous troubleshooting options yield no results, please contact Provet Cloud support. Note that adding the PSP reference mentioned below helps us investigate the issue.

A Payment Has Failed

1. Go to Settings > General > Integrations > Nordhealth Pay.
2. Select Open management page. The management portal opens on a new tab.
3. Select Payments from the side menu.
4. Find the payment. You can use the PSP reference.
5. Check the status and the reported reason.
6. Contact Provet Cloud support - describe the case and report the reason.