A payment has failed or does not show up in Provet Cloud or Provet Pay reports

  1. Open the invoice page and find the payment row in the Payments section.
  2. Print the transaction receipt using the transaction receipt button on the payment row (see the image below).
  3. Find the PSP reference from the receipt.
  4. Go to Settings > Integrations > Provet Pay and select Open management page.
  5. On the management page, go to Reports > Payments, select Filters and search by PSP reference.
  6. Check the payment status and the reported reason.
  7. Contact Provet Cloud support for further assistance and provide them with the following information:
    • Your Cloud ID
    • Invoice ID: You can find the ID from the URL of the invoice page (see the image below).
    • Payment amount and date
    • PSP reference from the receipt (see above)

Print receipt:

transaction_receipt.jpg

Invoice ID:

invoiceID.jpg

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