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Your payment failed at the counter
You are at a staffed checkout and the payment has failed. First establish whether staff received payment, then choose another accepted method.
- Pause and ask the cashier whether payment was received before paying again. Keep any error or transaction result visible.
- Show the card below and ask which payment methods this counter can take.
- Choose the branch for the method you just used. Do not infer a bank decline or account restriction from a generic failure message.
What did you use?
- Use a merchant purchase route; an overseas card linked to Alipay cannot fund a transfer to another person.
- For a merchant purchase, scan the merchant’s QR with Scan, or let staff scan your payment code.
The guide calls the second option Pay/Receive; labels can vary.
- If this merchant payment still fails, move to the fallback ladder; ask Alipay support to check the actual error later.
- Overseas cards support purchases, not money transfers or red packets.
Ask for a purchase-payment route rather than a personal transfer.
- The official guide describes + → Scan to scan a merchant code, or + → Money to show a payment code; follow the labels available in your version.
- Look for your card-network logo at the counter.
If it is absent, ask staff whether their terminal accepts your card.
- If the terminal declines it, ask for a supported wallet or RMB cash route; the failure alone does not identify its cause.
- Staffed collections and face-to-face services fall within the cash rule, subject to its legal exceptions; unattended machines have separate arrangements.
- Ask staff how to complete a cash payment or for a supervisor’s help.
Do not turn the checkout into an argument about the rule.
- Show the result to staff and ask which route they accept; for home-wallet restrictions ask that wallet’s support.
If that does not resolve it
- Staff has confirmed the original payment was not received. The first wallet did not complete the purchase. If this merchant accepts another wallet you already have set up, try its merchant-payment route. If your bank has confirmed it is declining the selected card, use a different already-linked card or another accepted method rather than assuming another wallet with the same card will solve it.
- Staff has confirmed the original payment was not received. No available wallet works. Ask for a card terminal supporting your card network.
- Staff has confirmed the original payment was not received. Card is unavailable or declined. Offer RMB cash at the staffed counter; use the cash card to ask for help.
- You need RMB cash. Look for an ATM accepting international bank cards; the official guide documents RMB withdrawals at such ATMs. Check your card’s network and the machine’s displayed terms; success and fees are not guaranteed.
- You still cannot settle. Ask staff to hold an unpaid item if possible, or agree how to settle a service already received. Contact the relevant wallet support; do not leave an unpaid bill unresolved.