Billing Issues

Payment Not Reflecting

If a customer paid but their subscription isn't updated:

1. Check the transaction — Go to Revenue Hub and search for the transaction reference

2. Verify webhook — Check if the payment gateway sent a webhook

3. Manual update — If the webhook failed, you can manually extend the subscription from the customer profile

4. Check gateway logs — Verify the payment was successful on the gateway side

Common Issues

"Payment Successful But Service Not Restored"

1. Check if the webhook URL is configured correctly in your gateway dashboard

2. Verify the webhook endpoint is accessible

3. Check the transaction status in Revenue Hub

4. Manually activate the customer if needed

"Customer Can't Pay"

1. Verify the payment gateway is configured correctly

2. Check if the gateway is in test mode

3. Ensure the customer has the correct portal URL

4. Try generating a payment link manually

"Duplicate Charges"

1. Check the transaction log for duplicate entries

2. Verify the webhook idempotency handling

3. Contact support if needed

Manual Adjustments

From the customer profile, you can:

• Extend Subscription — Add days manually

• Adjust Balance — Credit or debit the account

• Mark Payment Received — Record cash/offline payments

• Void Transaction — Reverse an incorrect payment