Escalate Support Issues

Steps

1. Decide whether the issue is blocking (payments down, terminal down, login blocked, sync failure) or non-blocking.

2. Before escalating, gather:
• What you were trying to do
• Exact error message (if any)
• Patient/account (if applicable)
• Transaction/reference ID (if applicable)
• Date/time and office/location
• Screenshots

3. Try the lowest-risk fix once (refresh/reconnect/retry) only if it won’t create duplicate charges.

4. Escalate through your normal support path (ISO partner/internal support), sharing the details.

What Happens Next

• Support can trace the issue faster with reference IDs, timestamps, and screenshots.

• Some issues require waiting for sync/funding timing; others require configuration changes.

You’ll Know It Worked When

• You receive confirmation the issue is resolved or a clear next step.

• The workflow succeeds (or data appears) after the fix.

Common Issues

• Not enough info to investigate: always include reference IDs and timestamps.

• Duplicate charge risk: don’t retry payments until you confirm whether the first attempt went through.

• Issue affects multiple users: note how many users/offices are impacted and when it started.