# How to Handle Failed Purchases or Payment Transactions

If a purchase or payment is not successfully completed, please follow the steps below to identify the issue:

1. Go to the HoyaPay App and check the transaction history page to see whether any error message is displayed.

● If an error message is shown, please take a screenshot and contact online customer support for assistance in identifying the cause of the failure.<br>

2\. If no error message appears on the transaction page, it usually indicates that the transaction failed on the merchant’s side.\
● In this case, it is recommended to contact the merchant directly to confirm the specific reason for the payment failure.<br>