Troubleshooting
Solutions to the most common issues with the PayFlow Dashboard.
Payments
A payment shows as "Pending" – what does that mean?
Pending means the payment has been initiated but not yet confirmed by the customer's bank. This is normal for certain payment methods (such as bank transfers) and usually resolves within 1–3 business days.
If a payment has been pending for more than 5 business days, contact support.
A customer says they were charged but the payment doesn't appear in my Dashboard
This can happen if:
- The payment is still processing – wait a few minutes and refresh
- The payment failed after the bank authorised it – check the customer's bank statement for a pending charge that should drop off within 3–5 days
- The customer used a different email address – search by card last four digits instead
If you still can't find the payment, contact support with the customer's name and the approximate charge amount and date.
How do I cancel a payment that hasn't been captured yet?
If the payment status is Authorised (not yet captured):
- Open the payment.
- Select Cancel Authorisation.
- Confirm the cancellation.
The held amount is released to the customer immediately, though it may take a few days to appear on their statement.
Refunds
My refund has been pending for more than 10 days
Most refunds complete within 5–10 business days. If it's been longer:
- Check the payment is showing as Refunded in your Dashboard (if not, the refund may not have been submitted).
- Ask the customer to contact their bank with the refund reference number (visible on the payment details page).
- If the bank cannot locate the refund, contact PayFlow support with the payment ID.
Can I refund a payment made more than 90 days ago?
Yes, but refunds older than 90 days must be processed manually. Contact support at support@payflow.io with the payment ID and refund amount.
Account & verification
My account verification has been pending for more than 2 business days
Verification delays are usually caused by:
- Missing documents – check your email for a request from our compliance team
- Document quality – resubmit if documents were blurry or expired
- High verification volume – occasionally processing takes longer during busy periods
Check Settings → Business Profile for the current status and any action required.
I've lost access to my two-factor authentication device
Contact support immediately at support@payflow.io from your registered email address. We'll verify your identity and help you regain access. Do not share your account credentials with anyone.
Still need help?
| Channel | Response time | Best for |
|---|---|---|
| In-app chat | Under 5 minutes | Quick questions |
| Email: support@payflow.io | Under 4 hours | Detailed issues |
| Phone | Business hours | Urgent payment disputes |