Troubleshooting Gateway Issues

1) Is the issue prior or post payment?

This is important to determine as this can tell us a lot. If this is prior then the issue is more likely to be with the Gateway. This may be blocked or on hold and will need confirming with the gateway partner. 

If the issue is post payment then we will need to confirm that date, time & amount of the transaction so we have a reference point.

2) How did the customer top-up?
Was this Digital Gift or Online Ordering?

Was this through a link on social media, through their website, on the LoyLap platform.

3) Are they seeing any error messages?
If so then we need a record of this, either from a screen recording or a screenshot of the error and when this is showing up.

Once we have this information we can determine where the issue lies and conduct an investigation and resolve the issue.