Troubleshooting

Most account problems fall into a handful of recurring patterns. This page lists the symptoms merchants hit most often, what to check first, and when to reach out to PayMongo support.

If your issue isn't listed here, email [email protected] with your account email and a short description of what you're seeing.

A note on "Under Review"

PayMongo uses Under review as a status in three different places, and they are not the same thing:

Identify which Under review is showing before following steps below — the resolution path is different for each.

I can't activate my account / liveness check is stuck

What to check:

1. Open the activation banner on the Home page or the email you received after sign-up, and complete the liveness flow there.
2. Use a physical, valid government ID (passport, driver's license, UMID, PhilSys, etc.). Photos of a screen, photocopies, and expired IDs will fail.
3. Make sure the name and date of birth on the ID match exactly what you entered during sign-up. Mismatches are the most common cause of failure.
4. Foreign passports are accepted in most cases. If you're unsure, contact support before submitting.

Contact support if: you completed liveness verification and your status remains For review for more than three business days, or your activation link expires.

My account is activated but my wallet is still Closed-loop

Activation and wallet enablement are two separate reviews. Activation lets you accept payments; Enabled Wallet lets you pay out to external banks and e-wallets.

What to check, in order:

1. Liveness: confirm liveness is completed for the account owner (Settings → Business Information).
2. Business profile: every required field is filled and every required document is uploaded for your entity type (Sole Proprietor, Corporation, Partnership, etc.).
3. Status: if it shows Under review, PayMongo is processing your wallet enablement — wait for the review to complete.

See Account setup → Business profile for the full document list by entity type.

Contact support if: all required fields and documents are submitted and your wallet has been Under review beyond the SLA shown in your dashboard.

I submitted my docs but my business info, address, or representative name is still missing

Some onboarding steps save fields independently. A successful liveness check, for example, doesn't auto-fill the Business Address or Representative sections.

What to do: go to Settings → Business Information and fill any blank fields manually. Save each section.

Contact support if: the fields are greyed out or you see a "this field cannot be edited" message — that usually means the value was set at a stage that requires PayMongo to update it.

My business handle shows a placeholder or old value

The business handle (used in your Storefront URL and on certain receipts) sometimes initializes to a default value if you didn't set it during sign-up.

What to do: update it in Settings → Business Information → Business handle.

Contact support if: the handle field is locked or shows a value you didn't set and can't change.

I'm locked out after too many failed login attempts

PayMongo applies an exponential backoff after repeated failed logins: each additional failure increases the wait before you can try again.

What to do:

1. Wait for the timer shown on the login screen.
2. Use Forgot password to reset, rather than retrying the same password.
3. Make sure you're entering the correct email — login is case-sensitive in some flows.

Contact support if: the forgot-password email isn't arriving (see next entry) or the lockout persists beyond the displayed timer.

I'm not receiving OTP or forgot-password emails

PayMongo sends OTPs at login and for sensitive actions, and password-reset emails on request. Most non-delivery issues are deliverability, not account state.

What to check:

1. Spam / Promotions / Updates folders.
2. Domain allow-listing — make sure your IT or email provider isn't blocking @paymongo.com.
3. Correct inbox — OTPs go to the email registered on the account, not a forwarding alias.
4. Wait a few minutes and request again. Repeated requests in quick succession can also delay delivery.

Contact support if: you've confirmed the address is correct, checked all folders, and still receive no email after 10 minutes.

My payment method request is stuck or was declined

Payment methods like Cards and GCash are reviewed individually and have their own eligibility rules.

What to check:

• Business type restrictions: some methods are not available to every business type. Individual / Sole Proprietor accounts have a narrower set of methods than Corporations.
• Status: Under review means the request is in progress — don't resubmit, that can overwrite your existing business info.
• Declined requests cannot be re-submitted for the same business type. If your business type changes (for example, Sole Prop → Corporation), you can request the method again under the new entity.

Contact support if: your request has been Under review beyond the SLA shown on the request, or you believe a decline was made in error.

I can't invite a team member — "Organization is not a parent merchant"

This error usually appears when team-invite is being attempted from an account context that isn't the primary merchant organization — for example, from a child account in a platform setup, or from an environment where the account isn't fully provisioned.

What to check:

1. You're logged into the correct organization (check the account switcher in the top-right).
2. Your role includes team management permission. See Team & Roles.
3. The account is activated — team invites aren't available on accounts still in initial review.

Contact support if: you're on the correct, activated organization with the right role and the error persists.

Exported reports aren't reaching my team member

By default, exported reports are emailed to the account owner, not to the team member who triggered the export. This is intentional for now.

What to do: the account owner can forward the report or download it directly from the Reports section of the dashboard once it's ready.

I want to become a platform / I want to join an existing platform

Becoming a parent or joining as a child of a platform isn't self-serve.

To become a platform (parent): contact support with your trade name, organization ID, signed Platform agreement (MOA / PPTA), and a short description of your intended use. Your account must already be on Enabled Wallet.

To join an existing platform as a child: contact the platform directly. They will send you a linking request, which appears in your dashboard under Platforms → Received.

For the full model, see Linked accounts.

Still stuck?

If none of the above matches your issue, contact [email protected]. Include:

• Your account email
• Your organization ID (org_…), if you have it
• A short description of what you were doing when the issue occurred
• Screenshots of any error messages or unexpected states

Including these up front saves a round-trip and gets you to a resolution faster.

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Frequently Asked Questions

Account Setup & Activation

How do I activate my PayMongo account?

Account activation happens in three stages:

1. Sign up — Create your account via the PayMongo dashboard or mobile app
2. Complete identity verification — Submit a selfie and valid government ID (passport, driver's license, national ID) for automated validation
3. Activate — Once identity verification is submitted, go to Dashboard → Account Settings and click Activate Account

You do not need to wait for identity verification to complete to activate. Your account can be activated while verification is pending. All four API keys are available immediately after signup.

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What are the different account types and which one is right for my business?

PayMongo supports two account types:

• Regular Account — Created directly by you through the dashboard or app. You control the account completely. Best for merchants accepting payments directly.
• Child Account — Created programmatically via the Accounts API under a parent merchant. Parent merchant manages the account. Best for platforms and marketplaces onboarding sub-merchants.

See Account setup for detailed guidance on choosing the right type.

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How long does account activation typically take?

• Activation itself is immediate once you click Activate Account in the dashboard
• Identity verification review typically takes 1-3 business days internally, with a public SLA of 3-5 business days
• Activation does not depend on identity verification completion

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What documents are needed for KYC verification?

For identity verification (liveness check):

• A clear selfie of your face
• A valid government-issued photo ID: Passport, Driver's license, National ID, Professional ID, or Postal ID

For business verification (KYB):

• Business registration documents (Certificate of Registration, DTI permit, etc.)
• Business address proof
• Beneficial owner information
• Tax identification number (TIN)

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How do I request a business name or trade name change on my account?

Changes require identity verification and approval:

1. Log in to your dashboard
2. Go to Account Settings → Edit Business Name or Edit Organization Details
3. Submit the new name with supporting documentation
4. Identity verification will be triggered
5. Once approved, the name is updated

If the option is unavailable, contact [email protected] with your account email, current name, requested name, and supporting documents.

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Can I get a status update on my pending KYC application?

Yes. Check the status in your dashboard at Account Settings → Identity Verification or KYC Status.

For detailed updates or delays beyond the SLA, contact [email protected] with your account email and org ID.

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Navigation & Dashboard

How do I navigate the PayMongo dashboard to manage my account settings?

All account features are in the Settings menu (gear icon) in the top-right navigation:

• Account — Edit profile, email, phone, verification status
• Team & Roles — Manage team members and permissions
• Security — API keys, MFA, security logs
• Billing — Invoices and payout details
• Payouts — Bank account and payout schedule
• Integrations — Connected apps and webhooks

The documentation mirrors this dashboard structure, so guidance is easy to find.

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Security & Login

I cannot log in to my PayMongo dashboard — what should I do?

See Multi-Factor Authentication — Login Troubleshooting for step-by-step solutions:

• Forgotten password
• Incorrect email or password
• Account locked or flagged
• MFA/OTP issues
• Lost access to registered email

If issues persist, contact [email protected] with your account email and a description of the error.

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How do I generate, rotate, or revoke my API keys?

See API Keys for detailed instructions:

1. Dashboard → Developers
2. Click Regenerate next to the key
3. Confirm and enter your MFA OTP
4. Copy the new key and update all systems using the old key

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How do I enable multi-factor authentication (MFA) on my account?

MFA is already enabled and mandatory on your account. You cannot disable it.

MFA uses email-based OTP verification and is triggered at login, when viewing/regenerating API keys, and when changing sensitive account details.

See Multi-Factor Authentication for when MFA is triggered and how to troubleshoot OTP issues.

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Team & Permissions

How do I manage team roles and permissions on my account?

To invite team members:

1. Dashboard → Settings → Team & Roles
2. Click Invite Team Member
3. Enter their email and select their role
4. Send the invitation

Roles include Admin, Developer, Manager, and Viewer with different permission levels. See Team & Roles for the full permission matrix.

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How do I transfer account ownership to another team member?

Account ownership transfer requires support:

1. Email [email protected] with:

   • Current owner name and email
   • New owner name and email
   • Reason for transfer

2. Support verifies both parties and completes the change within 1-3 business days

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Billing & Invoices

How do I access and download my service invoices?

To view and download invoices:

1. Dashboard → Settings → Billing
2. Find the invoice you want
3. Click Download or View
4. Choose your file format (PDF recommended)

For missing or duplicate invoices, contact [email protected].

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How do I request an Official Receipt (OR) from PayMongo?

Email [email protected] with:

• Request for Official Receipt
• Invoice date and amount
• Registered business name
• Tax identification number (TIN) if applicable
• Preferred delivery method

PayMongo generates and sends the OR within 3-5 business days.

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BIR Tax & Compliance

What changed with the BIR Digital Tax Withholding effective April 1, 2026?

Effective April 1, 2026, PayMongo implemented BIR Digital Tax Withholding for compliance:

• A percentage-based deduction is applied to payouts
• The deduction is remitted directly to the Bureau of Internal Revenue
• You receive Form 2307 (Creditable Withholding Tax) for your tax returns
• No additional action is required from you

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How is the BIR Digital Tax (withholding tax) computed on my payouts?

Withholding Tax = Payout Amount × Applicable Tax Rate

The tax rate depends on your business classification:

• 1% for certain business types
• 12% (VAT equivalent) for VAT-registered businesses
• Other rates based on industry and tax classification

Your payout breakdown shows Gross Payout, Withholding Tax, and Net Payout separately.

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How do I set up tax-related information (TIN, etc.) on my account?

To configure tax information:

1. Dashboard → Settings → Account or Billing
2. Enter your Tax Information:
   • Tax Identification Number (TIN)
   • Business classification
   • Tax registration status
3. Save and verify

Incomplete tax information may affect feature eligibility or payout processing.

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How do I request a copy of BIR Form 2307 (Creditable Withholding Tax)?

BIR Form 2307 is sent automatically:

• Automatically delivered — PayMongo sends it annually by January 31st
• Request additional copies — Email [email protected] with:
  • Account email
  • Year for which you need the form
  • Number of copies
  • Delivery preference (email or physical)

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How do I submit a CWT or withholding tax form to PayMongo?

Email [email protected] with:

• Subject: "Tax Document Submission - [Your Business Name]"
• Attached documents (PDF or image)
• Account email for verification
• Reason for submission

Finance team will review and respond within 5 business days.

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What is the difference between fees and tax deductions in my payout breakdown?

Fees go to PayMongo:

• Transaction processing fees
• Monthly subscription fees
• Chargeback or refund fees

Tax Deductions go to the government:

• BIR Digital Tax Withholding
• Value-Added Tax (VAT) for eligible merchants
• Other statutory deductions

Example:

Gross Payout:           PHP 10,000
  - PayMongo Fees:      PHP 300
  - BIR Withholding:    PHP 100
Net Payout:             PHP 9,600

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Why is there a new tax deduction appearing on my payouts?

The new tax deduction is BIR Digital Tax Withholding, implemented April 1, 2026. This is a government-mandated deduction based on your business classification. It's automatic — no action needed from you.

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Account Status Changes

How do I deactivate or close my PayMongo account?

Note: Account deactivation and closure are not self-serve actions. You cannot close your account directly from the dashboard.

If you need to deactivate or close your PayMongo account, contact PayMongo support at [email protected]. Include:

• Your account email address
• A brief reason for the closure (optional)
• Whether you want to export transaction records or data

PayMongo will review your request and guide you through the closure process. Closing your account does not remove historical transaction data — request that separately for compliance or archival purposes.

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How do I re-activate a previously deactivated account?

If your account was deactivated:

1. Check the deactivation notice email from PayMongo
2. Email [email protected] requesting reactivation
3. Include your account email and reason for reactivation

Accounts can usually be reactivated within 90 days of deactivation. After 90 days, a new account may be required.

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How do I apply for an enterprise account?

Enterprise accounts are for high-volume or specialized merchants:

1. Email [email protected] or contact your account manager
2. Include:
   • Current account details
   • Expected transaction volume
   • Special requirements or use cases
   • Geographic or industry information

An Enterprise Sales team member will contact you to discuss options and pricing.

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