| Issue | What to check |
|---|---|
| A region or currency is unavailable | Confirm the options shown for the merchant. Contact Onerway Support if the needed combination is not offered. |
| An application remains Processing | Do not submit it again. Record the account name and status, then contact Onerway Support if it exceeds the time shown in the portal. |
| An account certificate cannot be exported | Confirm the account is Active, the bank details are complete, and the export option is available. |
| An expected payment is not listed | Compare the account, supported currency, amount, payer name, payment time, and bank reference with the payer's receipt. Contact support with the receipt if it remains missing. |
| A transaction failed or was returned | Review the displayed reason and bank reference. Ask the payer to pause a retry until the issue is understood. |
Share account details and certificates only with business payers or partners who need them. Never share Merchant Portal passwords or one-time codes. When contacting Onerway Support, provide the merchant and account identifiers, the bank reference, amount, currency, payment time, and the relevant portal message through official channels.