Shopify POS App not accepting manual card payments (via telephone etc.)

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I'm having an issue with my Shopify POS app; it won't accept manual card entries a number of times. I get the message error message 'Couldn't process payment, try another card or payment option'. 

On one occasion the customer had to come back in store to pay for their items (embarrassing) and the card worked ok with contactless payment, even though it was declined manually. How can I fix this error?

Many thanks,

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