Troubleshooting & Common Issues | Prahsys Support Center

If you encounter issues with your Prahsys payment processing, here are some helpful troubleshooting steps to resolve common problems.

Missing Transactions in the Dashboard

If transactions are not appearing in your dashboard, try the following:

Check if the transaction was processed under a different location or account.
Refresh your dashboard or log out and back in.
Verify that no filters or date range restrictions are applied.
If the issue persists, contact Prahsys support for further investigation.

If your terminal is not connecting to Wi-Fi:

Ensure the Wi-Fi network is active and within range.
Restart the terminal and attempt to reconnect to the network.
Double-check Wi-Fi settings on the terminal and ensure the correct password is entered.
If issues continue, try using an Ethernet cable for a wired connection. If the problem persists, reach out to Prahsys support.

If a patient was charged twice:

Verify the transaction history in your dashboard to check for duplicate charges.
If confirmed, immediately process a refund through the dashboard.
If you suspect an error during processing, contact Prahsys support for further assistance.

For delayed deposits:

Ensure your bank details are correct in the merchant portal.
Check if there are any holds or risk reviews on your account that might delay funds.
Confirm that there are no issues with your bank's processing times.
If delays persist, contact Prahsys support for assistance.

Common reasons for transaction failures include:

Insufficient funds in the customer's account or a declined card.
The card is expired or blocked by the issuing bank.
Risk review for large or unusual transactions.
Invalid card information (e.g., incorrect card number or CVV).
If the issue persists, contact Prahsys support for further investigation.

If your terminal is showing "Transaction Declined":

Verify that the card is valid and has sufficient funds.
Ensure the terminal is connected to a stable network (Wi-Fi or Ethernet).
Check transaction limits and ensure the cardholder's bank hasn't declined the transaction for security reasons.
If the problem continues, contact Prahsys support to troubleshoot.

Some payment processors or card networks may restrict certain international transactions.

Verify that your merchant account is configured to accept international payments.
If international payments are required for your practice, contact Prahsys support for additional assistance.

If your terminal displays an error message:

Check the error code displayed for specifics.
Restart the terminal and check for software updates.
Ensure the terminal has a stable internet connection.
If the error persists, contact Prahsys support with the error details for troubleshooting.

If your payment link is not working:

Ensure the payment link is active and hasn't expired.
Check if the patient's browser or device is blocking pop-ups or payment redirects.
Confirm the payment link is correctly formatted and directs to the appropriate payment page.
If the issue continues, contact Prahsys support.

If you receive a "Risk Review" notice:

Verify the transaction details to ensure it's legitimate (e.g., large amount, unusual behavior).
If the transaction appears suspicious, contact the customer to confirm the payment.
You may need to provide documentation or further information to resolve the review.
For assistance in resolving the risk review, contact Prahsys support.

For any additional support or unresolved issues, reach out to Prahsys support for further assistance.