I'm Not Receiving the Funds for My Online Payments — Troubleshooting Guide
If your online payments aren't arriving in your bank account, the steps below will help you confirm which gateway is processing your payments and what to do next based on each provider.
How to Confirm Your Payment Gateway
It's worth confirming the payment gateway being used to process the online payments you take with Facilipay.
From the home page of your Facilipay Dashboard, click Settings then Online Payments. This takes you to the page showing the gateways that integrate with us. The one being used by your business will be the gateway with an ID listed below it.
Depending on which gateway is connected, the best steps to confirm your payments are being processed correctly will differ. It is worth noting at this point that Facilipay does not hold the funds for these transactions — we cannot trigger these payments or handle any refunds on your behalf.
Judopay
Payments processed via Judopay are deposited to the same bank account associated with your merchant services — essentially the same account that would be paid into if you'd taken the card payment on site.
Confirm the date payments stopped being paid out to you, then contact your merchant services provider who can confirm if these funds are being held and any reason why.
Authipay / IPG Connect
Similar to Judopay, payments processed via this service are sent to the bank details associated with your merchant services account, although they may differ depending on your account setup.
You should have been provided with a login for your Authipay account when this was set up, including a Store ID and Shared Secret. If you log into Authipay you can see your transactions and batches, and there should be a section outlining any held funds. Any additional questions are best directed at your merchant services provider.
Stripe
Stripe acts independently of the account linked to your POS, so the bank account these payments are deposited to is entirely down to how this was set up by your business. We recommend logging into the Stripe Dashboard and reviewing your account.
There will usually be a notice at the top of the page (in red) to indicate any hold on transactions and payouts and guide you through resolution. Stripe also offers 24/7 chat support if needed.
Clover E-Commerce
Clover E-Commerce automatically processes payments made online to the same bank account linked with your Clover POS. These payments are included as part of your daily batches alongside transactions you process on site.
You can view these transactions on your Clover Dashboard and verify if they were successful or declined. Further queries can be directed to the Clover Support team.
Tips & Best Practices
Identify the gateway first: Knowing which gateway processes your payments is the most important step in resolving payout issues.
Contact the right party: Most payout queries need to go to your merchant services provider or the gateway directly — not Facilipay.
Need help? If you're unsure which gateway you're using, contact support@facilipay.io for guidance.