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#My link or payment is missing

Check the dashboard's Live switch. Links, checkouts, payments, API keys and webhook endpoints belong to either Test or Live mode. Switch to the mode in which the item was created, then search Payments using the payment ID or customer email.

If you still cannot find it, confirm that you are signed in to the intended Railbed account. An existing buyer URL is not changed by your current dashboard mode.

#The customer did not receive an email

Railbed does not send payment links by email. The Email field on a payment request prefills the buyer's checkout. Copy and send the saved link yourself.

Railbed also does not send automatic buyer receipt emails. The confirmed checkout shows an on-screen receipt, or follows your success URL. Store order emails are handled by your store or integration.

#The payment is stuck In progress

Open its details and timeline. In progress means the buyer went to a provider; it does not mean Railbed has confirmed payment. Ask the buyer whether the provider completed the payment, requested another step or showed a decline.

Keep the original checkout tab available. Live provider declines are not sent directly to Railbed, so an unsuccessful attempt can stay in progress until it expires. Avoid creating another charge request solely because the buyer's browser has not updated.

For an API or reusable-checkout payment, the normal payment window is 24 hours. Payment links use their configured expiry. Late payment evidence can still change the result; check the latest status before following up.

#The payment says Being reviewed or Underpaid

Open Payments → Being reviewed and read the reason on that payment. Underpaid means less than the full amount arrived; Being reviewed covers every other cause. Follow Review a held payment.

Only use Accept as paid when it is offered and you have checked what arrived in your wallet. That action can trigger fulfilment. Do not ask a customer to top up the original payment address.

#Railbed says Paid but my store does not

Match the order to the correct Railbed payment ID and mode. In Developers, inspect the endpoint's delivery log. A failing endpoint may need a corrected URL, public access to that URL, or the correct signing secret in your store.

After fixing the cause, use the available retry or resend action for the event. Your receiver must handle duplicate events safely. In WooCommerce, also check the plugin's connection status and that WordPress cron is running.

A delivered webhook means the endpoint accepted the request. Your own store still needs to process it correctly. Webhook delivery and retries and WooCommerce explain the integration checks.

#My wallet balance does not match my sales

The Live wallet balance is read from Polygon and can include non-Railbed deposits or transfers out. Railbed's received totals include reported net receipts, not the full original order prices.

If a Paid payment shows Not reported yet, it is missing a reported net settlement amount and may not be included in the received totals. If the wallet balance itself failed to load, use Try again. Read the balance correctly.

#There are no available card providers

Provider eligibility depends on the buyer's country, currency, amount, minimums and current availability. Test mode's fixed providers do not prove that the same choices are available for a Live buyer.

A checkout set to One provider with Smart Routing turned off stops buyers that provider can't serve, with a message naming it. Turn the Smart Routing option back on, or choose Smart Routing, to let those buyers pay.

Check the amount and currency you intended to charge, and that the checkout is in the intended mode. Do not promise a specific provider or an ID-free checkout to every customer. If asking for help, include the country, price, currency, mode and checkout URL; do not include card details.

#A button or widget does not appear

Check that your site contains the embed script and the matching railbed-button or railbed-checkout element. Use the slug copied from the saved checkout, and verify that the checkout still exists.

Some website editors strip scripts or do not execute them in preview. Test the published page and use the site's supported custom-code block. Widgets and buy buttons has copyable examples.

#The buyer did not reach my thank-you page

Check that the success URL was saved on the right link or checkout. Railbed redirects from the original checkout tab only after payment confirmation. A buyer who closes it or remains on the provider's page may not reach your URL.

Check payment status in Railbed instead of treating a missing redirect as a failed payment. Do not alter a provider's own return links. The two-tab flow explains the behavior.

#My AI agent can't connect or stopped working

An AI agent connects through a link it gives you, which you approve on a Railbed page (how it works). What the page or the agent says usually tells you which of these it is:

Railbed never asks you for the code. If someone you didn't ask contacts you about one, don't share it.

#I cannot sign in

Return to Railbed sign-in and follow the currently offered email or social sign-in flow. Use the email/account associated with your merchant account and complete the verification prompts shown.

If your session expired, sign in again before retrying the action. An offline page or failed connection cannot confirm current account access. Do not share a one-time code, password or session details in a support message.

#Prepare a useful support request

Include the payment ID, Test or Live mode, the time of the issue, what you expected, and the exact message shown. For a website issue, include the checkout URL and browser/device. For a store issue, include the store order reference and its matching payment ID.

Leave out passwords, seed phrases, private keys, card numbers, API keys and webhook signing secrets. Screenshots should be cropped to the issue and any unrelated customer details removed.