Troubleshooting Payment Issues

Most payment issues can be resolved quickly by following these troubleshooting steps. Here are the most common problems and their solutions:

Most Common Issues:

Before You Start:

Problem: You don't have enough Pulse in your wallet to complete the purchase.

Solution:

1. Check Your Balance: Look at the Pulse balance in your top navigation

2. Calculate Required Amount: Add the course price plus 5% VAT (for UAE residents)

3. Top Up Your Wallet: Click "Top Up" or go to your wallet page

4. Choose Top-Up Amount: Add at least the required amount (minimum 10 PULSE)

5. Complete Top-Up: Use your preferred payment method

6. Retry Course Purchase: Return to the course and try purchasing again

Prevention Tips:

Problem: Payment fails during processing or shows an error message.

Immediate Solutions:

1. Refresh the Page: Press F5 or Ctrl+R to reload

2. Try Again: Click the payment button again

3. Check Internet Connection: Ensure stable connectivity

4. Clear Browser Cache: Clear cache and cookies, then retry

5. Try Different Browser: Use Chrome, Firefox, or Safari

6. Disable Extensions: Turn off ad blockers and other extensions

If Error Persists:

Common Error Messages:

- "Payment timeout": Usually a connectivity issue, try again

- "Transaction failed": Check your payment method and retry

- "Invalid session": Log out and log back in, then retry

Credit/Debit Card Issues:

- Card Declined: Check with your bank, ensure sufficient funds

- Invalid Card Details: Verify card number, expiry, and CVV

- International Cards: Some UAE banks block international transactions

- Daily Limits: Check if you've exceeded daily spending limits

Bank Transfer Issues:

- Processing Delays: Bank transfers take 1-2 business days

- Incorrect Details: Verify bank account information

- Transfer Limits: Check your bank's transfer limits

- Weekend Processing: Transfers may be delayed over weekends

Digital Wallet Problems:

- Apple Pay/Google Pay Not Working: Ensure payment method is set up correctly

- Authentication Failed: Check biometric or PIN authentication

- App Updates: Ensure your wallet app is updated

- Device Issues: Try using a different device

Solutions:

1. Verify Payment Method: Ensure all details are correct

2. Contact Your Bank: Check for any blocks or restrictions

3. Try Alternative Method: Use a different payment method

4. Check Limits: Verify you haven't exceeded daily/monthly limits

5. Wait and Retry: Some issues resolve themselves after a short wait

Browser Compatibility:

- Supported Browsers: Chrome 90+, Firefox 88+, Safari 14+, Edge 90+

- JavaScript Required: Ensure JavaScript is enabled

- Cookies Required: Allow cookies for medmatrix.app

- Pop-up Blockers: Disable pop-up blockers for payment windows

Common Technical Fixes:

1. Clear Browser Data:

2. Disable Extensions:

3. Check Network:

4. Update Browser:

Mobile Device Issues:

Contact Support If:

Information to Provide:

- Account Email: The email associated with your account

- Course Name: The specific course you're trying to purchase

- Error Message: Exact text of any error messages

- Browser/Device: What browser and device you're using

- Screenshots: Screenshots of any error messages

- Transaction ID: If you have a transaction reference number

Support Channels:

- Live Chat: Available 24/7 for urgent payment issues

- Email: support@medmatrix.app (response within 4 hours)

- Phone: +971-4-MEDMATRIX (633-6287)

Response Times:

Emergency Support:

For urgent payment issues preventing course access needed for deadlines, use live chat or phone support for immediate assistance.