Troubleshoot payment issues

Use the Payment Status panel to check which stage the payment reached and whether the recipient completed their part of the process. The final event shown will help you determine where the process stopped.

Initiation failed

The system couldn't create a payment request because one or more fields were missing, invalid, or incompatible with the Programme configuration. Payment status: Invalid.

Check

• The Programme and funding account are valid
• The payment country matches the selected currency
• The payment method is allowed in that country (for example, postal checks are only available in the US)

Action

Fix the issue and create a new payment. Contact your administrator if needed.

Payee Capture failed

The recipient didn’t complete the Payee Choice journey, or submitted invalid information. Payment status: Input needed or Unsuccessful input.

Check

• The recipient received and opened the payment email
• The trust method and passphrase were entered correctly
• The recipient provided valid payment details
• The recipient confirmed the payment

Action

Follow your internal process. If the payment expired, create a new payment.

Processing failed

The system couldn't complete the payment after the recipient submitted their details. Payment status: Failed.

Check

• The recipient's account details were valid
• The payment method was supported
• The payment provider didn’t reject or block the transaction
• No network or service issues occurred during processing

Action

Follow your internal process to escalate the payment issue, or create a new payment.