This article contains frequently asked questions and troubleshooting steps for common Scrypt Pay issues. Please read this article before submitting a ticket for assistance. 


Script Pay FAQ

Can my pharmacy use Scrypt Pay?

Scrypt Pay is available for CommBank Smart Health customers. Please contact your CommBank Relationship Manager for further information and to request Scrypt Pay. Alternatively, please email [email protected], call 1800 222 484, or access the CBA Smart Health webpage.


How do I enable Scrypt Pay within Minfos?

Scrypt Pay must first be set up by your CommBank Smart Health Relationship Manager, before it can be enabled in Minfos. After this has occurred and you have been provided your Scrypt Pay credentials, please follow the process outlined in Enable Scrypt Pay in Minfos.


What transactions can I process via Scrypt Pay?

Sales at the Till that do not contain negative or zero value items can be process via Scrypt Pay.


Can I process account payments via Scrypt Pay?

No, currently only Till sales can be submitted.


How does the customer know that a Scrypt Pay sale has been processed and requires payment?

The customer will receive an SMS informing them that they have a pending transaction.


How does the customer pay for the sale?

The customer will be instructed to download the Scrypt Pay app and process the payment via credit card.


How does the store know when the customer has completed their payment?

The store can view the status of every Scrypt Pay invoice via the Scrypt Pay Invoices screen in Minfos. Once the payment has been made by the customer, the status of the invoice will be updated. Refer to View Scrypt Pay invoices.


The customer did not receive their SMS - can I re-send it?

Yes, the SMS can be re-send to the same number or an updated number if the previous number was incorrect. Refer to Re-Send a Scrypt Pay payment request SMS.


Can an invoice be cancelled?

An invoice can only be cancelled before it has been paid. It can be cancelled by either the store or the customer. Once paid, the invoice cannot be cancelled. Refer to Cancel a Scrypt Pay invoice.


Do I need to action a cancelled invoice?

Yes, once an invoice has been cancelled it will need to be reversed via the Till. Steps required will depend on whether the invoice contained a prescription or not - refer to Cancel a Scrypt Pay invoice.


How can I see when the invoice was updated?

Check the Scrypt Pay Invoice History report to see all details for a particular invoice.


How are Scrypt Pay transactions recorded in Minfos?

Scrypt Pay is set up as a credit card. Transactions processed via Scrypt Pay are recorded in the same manner that other credit card transactions are currently, and appear on reports under the ‘Scrypt Pay’ credit card.

Scrypt Pay transactions are treated as paid once they are processed at the Till. If the invoice is cancelled it will need to be reversed - refer to Cancel a Scrypt Pay invoice.


My Scrypt Pay invoice failed to submit when finalising the sale at the Till - can I re-submit it?

Yes, invoices can be re-submitted via the Scrypt Pay Invoices screen. Refer to Resubmit a failed Scrypt Pay invoice.


Scrypt Pay Troubleshooting

Problem: The Scrypt Pay credit card is not available at the Till.

Solution: 

  • Ensure that Scrypt Pay has been enabled - refer to Enable Scrypt Pay in Minfos. 
  • Ensure the transaction is a standard sale. Scrypt Pay is not available for account payments.


Problem: I received an error when processing a Scrypt Pay sale at the Till.

Solution:

  • The invoice will need to be resubmitted via the Scrypt Pay Invoices screen. Refer to Resubmit a failed Scrypt Pay invoice.
  • If the resubmit fails again there may be an issue at Scrypt Pay’s end - please try again later.


Problem: I cannot process a sale that contains either a zero or negative value item.

Solution: 

  • A Scrypt Pay sale cannot contain zero or negative value items. Remove all of these items from the sale and try to process the sale again.


Problem: Some invoices show in red in Scrypt Pay Invoices window. Why?

Solution: 

  • Cancelled invoices that have not been actioned by the Minfos user will display red. Once actioned (either returned or voided), the invoice will return to normal colour and a reversal transaction will appear. Refer to Cancel a Scrypt Pay invoice.
  • Note that the user is prompted to enter the Scrypt Pay invoice number when completing the void/reversal in Minfos. If the wrong number is entered here, the invoice may remain red.