Fix Common Problems

Steps

1. Identify what’s failing (payment, statement delivery, login/access, sync, or terminal connection).

2. Confirm the basics first:
• Correct patient/account
• Correct office/location
• Correct date range (for reports)
• Stable network connection

3. Check PayStack status/history to confirm whether the action succeeded.

4. Try the lowest-risk fix once (refresh/retry/reconnect).

5. If it still fails, capture the details and escalate.

What Happens Next

• Many issues resolve once sync timing catches up or connectivity is restored.

• If the issue is repeatable or affects multiple users, it should be escalated with details.

You’ll Know It Worked When

• The workflow completes successfully.

• The result appears in PayStack (and in the PMS, if applicable) within normal timing.

Common Issues

• Payment approved but not in PMS: wait a few minutes, refresh, then check transaction history.

• Terminal not found: confirm terminal power/network and retry.

• Patient didn’t receive a message: verify contact info and resend.

• Still blocked: escalate with reference IDs, screenshots, and timestamps.