In this article, we will walk you through the journey of raising a technical issue like a professional. This will get your issue resolved as soon as possible with the minimum back-and-forth replies.


First, make sure that your issue is not clarified in our Troubleshooting Your Issues guide section, which is designed especially to make it easy for you to run your business on the ground as fast as you can. Therefore, Paytabs provides you with a bunch of solutions articles that can assist you in troubleshooting your issue and fixing it without even needing any other assistance.



You MUST loop/include your technical team/engineer who managed/handled your integration, to provide any inconvenience.

You MUST clarify the below information and details in length, every small detail could help us to resolve your issue and guide you correctly.



The Basic Information

To get the best out of our support, kindly make sure to provide the following information as a MUST:

  • Your merchant/profile ID, along with your business country/region.
  • Mention which integration method and platform you're using (for example: API, Android SDK, Magento Plugin, etc... "with exact version numbers")?
  • What is the Programming stack, Language, Framework, and/or Platform you are using


Then according to the below flow chart (steps), you will also be required to provide the below information accordingly:



Integration Issues


  • I am facing an error


    In addition to The Basic Information, you must provide, you will need to provide the below as well:
    • Precisely clarify the case you have, along with any needed information.
    • Explain the steps taken from your side until facing the issue.
    • An attached video/image would be valuable to investigate the ticket accordingly.



  • I did try to do something, but it didn't work as expected 


    In addition to The Basic Information, you must provide, you will need to provide the below as well: 
    • Precisely clarify the case you have, along with any needed information.
    • Explain what the expected behavior you were looking for was and what is the one you're facing currently.
    • An attached video/image would be valuable to investigate the ticket accordingly.


Integration Inquiry


I am wondering how to do something (looking for the best practices for doing something)

In addition to The Basic Information, you must provide, you will need to provide the below as well: 

  • Explain what is the scenario you want to accomplish
  • What is the expected behavior from PayTabs' side in your mentioned scenario?


Configuration Issue


  • I want to enable/disable the "Recurring"


    In addition to The Basic Information, you must provide, you will need to provide the below as well: 
    • Mention the profile ID that you want to enable "Recurring" in, along with the profile type (test, live) 



  • I want to accept an additional currency in my Payments


    In addition to The Basic Information, you must provide, you will need to provide the below as well: 
    • Mention the profile ID you want to accept the currency through, along with the profile type (test, live) and the list of currencies you want to be accepted.


Transactions Related Issues


  • I am facing an issue with one/many of my transactions


    In addition to The Basic Information, you must provide, you will need to provide the below as well: 
    • Precisely clarify the issue you have, along with any needed information.
    • An attached video/image would be valuable to investigate the ticket accordingly.
    • Provide a list of the transactions you think that may be affected by the mentioned issue.



  • A customer is facing an issue with a payment


    In addition to The Basic Information, you must provide, you will need to provide the below as well: 
    • Payment details (amount, currency, date and time, customer details).
    • Explain exactly what and when the customer faced the issue step by step.
    • An attached video/image would be valuable to investigate the ticket accordingly.