Prommt

This article explains what the Partially Sent status means and what to do when you see it.

Troubleshooting: Partially Sent payment request status

This article explains why an Autocharge plan may not activate after a customer completes their payment request, and how to resolve it.

Troubleshooting: Autocharge plan not activating

This article explains what to do when a customer completes a payment but does not consent to Autocharge at checkout.

Troubleshooting: Customer didn't opt in to Autocharge

This article explains why an Autocharge payment may fail and what to do to resolve it.

Troubleshooting: Autocharge Payment Failed

This article explains why a customer may be unable to cancel their Recurring Plan and how to handle it.

Troubleshooting: Customer can't cancel their Recurring Plan

This article explains why your logo may not be displaying correctly on payment emails and checkout pages, and how to resolve it.

Troubleshooting: Logo not displaying correctly

This article explains why a customer may not receive a payment receipt after completing a payment, and how to resolve it.

Troubleshooting: Customers not receiving Receipts

This article explains why automatic payment reminders may not be sending and how to resolve it.

Troubleshooting: Reminders Not Sending

This article explains how to resolve the most common issues with two-factor authentication on your Prommt account.

Troubleshooting: Two-factor authentication (2FA) issues

This article explains what happens after a refund is issued in Prommt and what your options are if a refund was processed in error.

Troubleshooting: Can I cancel a Refund?

This article explains why a customer may not have received their refund and what to do about it.

Troubleshooting: Refund not received by customer

This article is for situations where no payments are going through — every attempt is failing or customers can't reach the checkout at all. If a single payment has failed,…

Troubleshooting: All Payments failing on your Account

This article explains how to find out why a specific payment failed, what the most common failure reasons mean, and what to do next.

Troubleshooting: Individual Card Declines and Payment Failures

This article explains what 3D Secure 2 is, why it applies to every Prommt card payment, and what to do when a customer can't complete authentication.

Understanding 3D Secure 2 and Strong Customer Authentication

This article explains what chargebacks are, how Prommt protects your business from them, and what to do if one is raised against a payment.

Chargebacks and Fraud Protection

This article explains what ECI codes are, where to find them on a failed payment, and what each code means for your next steps.

Understanding ECI codes on Failed Payments

This article explains why an Autocharge payment might fail after a card has been successfully captured, and what to do for each failure type.

Troubleshooting: Autocharge payment failing after card capture

How to find the Transaction ID for a Payment

This article explains the most common reasons why a customer can't load the Prommt checkout to make payment, and what to do in each case.

Troubleshooting: Customer can't load the Checkout

If you're having trouble accessing your Prommt account, this article covers the most common causes and how to fix them — from forgotten passwords to 2FA issues on a new…

Troubleshooting: Can't log in to Prommt

This article covers what to do when a refund can't be issued, returns an error, or the customer hasn't received the funds.

Troubleshooting: Refund Errors and Failed Refunds

This article covers what to do when Pay by Bank isn't appearing on your checkout, a customer can't complete a Pay by Bank payment, or a payment has failed or…

Troubleshooting: Pay by Bank not working

This article covers what to do when a customer hasn't received a payment request by email or SMS, when delivery is showing as failed, and when SMS messages aren't sending…

Troubleshooting: Payment Links not delivered by email or SMS

This article explains why duplicate payments happen, how to confirm whether a genuine double charge has occurred, and what to do next. Read this before issuing any refunds.

Understanding and Resolving Duplicate Payments

This article covers what to do when the export isn't working, figures look wrong, or your reports don't match what you expect.

Troubleshooting: Exporting and Reporting Issues

This article explains how to find out why a payment hasn't gone through, what the most common failure reasons mean, and what to do next.

Troubleshooting: Why has a payment failed?

This article explains what Prommt does when a recurring payment fails, what the most common failure reasons are, and what steps to take to resolve them.

Troubleshooting: What happens when a Recurring Payment Fails?

This article explains why a customer may have been charged twice for a single Prommt payment request, and what to do about it.

Troubleshooting: A Customer has been charged twice for One Payment Request

This article explains why a Pay by Bank payment may show a status of Processing on your Prommt dashboard, and what steps to take while you wait for it to…

Troubleshooting: Pay by Bank payment stuck in Processing

Support Team

Troubleshooting

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