My PayMongo Wallet is frozen, or I cannot access it.
Your wallet may be frozen or inaccessible if there was a non-conformity with the Statement of Acceptance during its activation. This means the person who signed the document may not have been the authorized representative.
Solution:
Contact Support: To resolve this issue, you must contact
[email protected]for further assistance.
I'm getting a "Something went wrong" error when I try to transfer funds.
This error typically indicates an internal server error. The transaction may not have gone through, or its status is currently unclear.
Solution:
Retry the Transaction: In most cases, you should simply retry the transaction.
Contact Support: If funds were deducted from your wallet despite the error, or if the issue persists after multiple attempts, you should reach out to PayMongo Support.
My wallet transaction is stuck in "Pending" status.
A transaction can get stuck in a "Pending" status if there is a delay in the final status update from BancNet. This can happen due to network issues.
Solution:
Wait for the Update.
Instapay transactions typically get their final status within 20 minutes.
PESOnet transactions get their final status within 1 day.
If the transaction is still not updated after the expected timeframe, it is best to reach out to the Customer Success team for them to push the transaction for an update.
Why can't I withdraw funds from my wallet to my bank account?
This issue can have several root causes, ranging from your account's verification level to transaction and wallet limits.
Account Verification: You are likely a Basic Merchant (M1), and M1 accounts can only manage funds within the PayMongo ecosystem. They do not have the ability to withdraw funds to external banks or e-wallets.
Wallet Limits: You may be trying to withdraw an amount that exceeds the daily, monthly, or balance limits of your specific PayMongo Wallet type.
InstaPay Limits: If you are using InstaPay for the transfer, you may be exceeding the per-transaction limit of ₱50,000.
Solution:
Upgrade Your Account: To enable withdrawals to external banks, you must upgrade your account to an M2 (Fully Verified Merchant) status by submitting the required business documents for verification.
Check and Update Your Wallet Limits:
Review the balance and transaction limits for your wallet type.
If you are hitting your limits and require an increase, you must reach out to
[email protected]to request a limit update.
Adhere to Transfer Limits:
Ensure your withdrawal amount does not exceed ₱50,000 per transaction when using InstaPay. If you need to withdraw a larger amount, you may need to break it down into multiple transfers or use a different transfer network (e.g., PESONet with its own limits).
Where can I get further assistance?
If you have tried the troubleshooting steps above and are still experiencing issues with your PayMongo Wallet, please reach out to [email protected] for further assistance.