Troubleshooting
Common issues & solutions
Quick fixes for the most common ShazPay issues. Can't find what you're looking for? Contact our support team for personalized help.
6 min read
•Last updated: June 2025Quick Fixes
Slow payment page loading
Clear browser cache or try incognito mode
Email notifications not received
Check spam folder and add support@shazpay.link to contacts
QR code not scanning
Ensure good lighting and try different QR code scanner app
Dashboard not updating
Refresh page or wait a few minutes for sync
Common Issues
Payment failed or declined
Symptoms:
- Customer sees 'Payment failed' message
- Card declined error
- Payment doesn't appear in dashboard
Solutions:
- Ask customer to check card details and try again
- Verify card has sufficient funds
- Try a different payment method
- Check if card supports online payments
- Contact customer's bank if issue persists
Payment processing not connected
Symptoms:
- Cannot create payment links
- 'Setup Payments' button appears
- Payments not processing
Solutions:
- Click 'Setup Payments' in your dashboard
- Complete payment account verification
- Wait 1-2 business days for approval
- Check email for verification requests
- Contact support if verification is stuck
Payment link not working
Symptoms:
- Link shows 'Page not found'
- Payment page won't load
- Customers can't access payment form
Solutions:
- Check if link is active in dashboard
- Verify link URL is correct
- Try opening link in incognito mode
- Clear browser cache and cookies
- Test link from different device/network
FlexiFund payments not working
Symptoms:
- Installment payments failing
- Milestone payments not processing
- Subscription not created
Solutions:
- Verify you have Pro or Premium plan
- Check customer's saved payment method
- Ensure customer's card supports recurring payments
- Review FlexiFund link configuration
- Contact support for subscription issues
Funds not appearing in balance
Symptoms:
- Payment successful but balance unchanged
- Delayed fund availability
- Missing transaction in dashboard
Solutions:
- Wait 2-7 business days for payment processing
- Check transaction status in dashboard
- Verify payment account is fully verified
- Review payment processor for holds
- Contact support if funds are missing after 7 days
Still need help?
If you can't find a solution to your problem, our support team is here to help. We typically respond within 24-48 hours.
Before contacting support:
- • Try the solutions above
- • Check your internet connection
- • Note any error messages
- • Have your account details ready
Contact methods:
- • Email: support@shazpay.link
- • Response time: 24-48 hours
- • Include screenshots if helpful
- • Describe steps to reproduce issue
Need personalized help?
Our support team is ready to help you resolve any issues you're experiencing.