Troubleshooting by symptom
Choose what you’re seeing. Each page lists the likely causes and fixes.
Signing in and your login
Section titled “Signing in and your login”- The email or password is incorrect, too many sign-ins, a reset link expired
- A two-factor code is refused, a text doesn’t arrive, a lost phone
- A confirmation link doesn’t work
- An invitation has expired or is for someone else
Going live
Section titled “Going live”- A step needs a fix, your role can’t do a step, the ID check failed, Live is greyed out
- We’re reviewing your account, or we’ve asked you for something
Getting paid
Section titled “Getting paid”- A customer’s card was declined
- A customer can’t pay your link, a payment is over your limits, a payment is missing
- A payment’s status is unclear
Payouts
Section titled “Payouts”- Payouts are held: a review, a bank change, your limits
- A payout bounced, is late, or was smaller than expected
- A fee is higher than expected, a refund didn’t return the fee
Refunds and disputes
Section titled “Refunds and disputes”- There’s no Refund button, or a refund was refused or failed
- A dispute needs a response
Still stuck?
Section titled “Still stuck?”Choose Support in the dashboard, then Send us a message. The assistant answers straight away and can bring in our team. If you can’t sign in, contact us. A person replies by email, Monday to Friday, 9am to 5pm UK time.