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      Troubleshooting Issues on the PaymentWorks Platform

      We understand that running into issues can be frustrating. Before reaching out to PaymentWorks Support or your customer, we encourage you to try a few quick troubleshooting steps. Often, you can resolve the issue on your own and save time; regardless, these extra details help the Support team to drive to the fastest resolution if you cannot solve it.

      Steps to Troubleshoot the Platform

      Ask yourself the following questions:

      1. Is this a shared issue?

        • Can someone else replicate the error I’m seeing?
        • Is it unique to my setup, or does it affect others as well?

      2. Have I tried basic troubleshooting steps?

        • Have I closed and restarted the application?
        • Have I shut down and reopened my browser?
        • Have I tried using a different browser?

      3. Could this be related to my device?

        • Have I rebooted my computer?
        • Have I tried using a different device, like another computer or tablet?
        • Have I asked someone else to test it on their computer?

      4. Is there someone nearby who can help?

        • Do I have a colleague or IT contact who might offer insights or assistance?

      Don’t Forget to Check the Knowledge Base

      Our Knowledge Base is full of helpful articles and answers to commonly asked questions about PaymentWorks. It’s a great first step to resolving your issue. Explore tips, troubleshooting steps, and detailed guides to get back on track quickly.

      Visit the Knowledge Base

      Contacting Support

      If you've gone through these steps and still need help, our support team is here for you! When submitting a ticket, providing detailed information about the issue will save time and help us resolve your concern faster.

      Information That Helps Support:

      • What were you doing when the issue occurred? Include specific actions or steps.
      • What error messages, if any, did you see? Take a screenshot if possible.
      • Have you already tried troubleshooting steps? Let us know which ones.
      • Are others experiencing the same issue? Mention if it’s unique to you or affecting others in your organization.

      The more context you can provide, the quicker we can get to the heart of the issue and help you find a resolution!