Troubleshooting

Use this page to troubleshoot common issues in Protect, Policies, and Analytics.

Protect

Nothing is showing up in Fraud Management

• Protect requires account configuration before use.
• If the Reviews, Blocked, Scores, and Rules sections are empty or inaccessible, your account may not have Protect enabled yet.
• Contact [email protected] to request access.

My rules aren't triggering on transactions

• Confirm your account has Protect enabled (see above).
• Check that the rule is active and not paused or in draft.
• Verify the rule conditions match the transaction attributes you're testing against — for example, card_country_id only matches the card's issuing country, not the billing country.
• Check rule order. Rules are evaluated from lowest to highest order number. A higher-priority allow rule may be matching before your block or review rule gets evaluated.
• Remember: rules only apply to future transactions. Existing processed payments are not retroactively evaluated.

A transaction I expected to be blocked went through

• Check if an allow rule with a lower order number matched first. Allow rules prevent subsequent block or review rules from applying.
• Verify the rule condition is correct — for example, ensure the country code is a valid 2-letter ISO code and formatted as a list where required (e.g., ['NG'] not 'NG').
• Confirm the payment method is supported by Protect. Currently only card transactions are evaluated. E-wallets and QR Ph support is coming soon.

A legitimate customer is being blocked

Your block rules may be too broad. To reduce false positives:

• Use AND logic to combine conditions — for example, require both a high risk score and a specific card country rather than either condition alone.
• Switch from a block rule to a review rule for that condition while you gather more signal.
• Check the blocked list for the customer's transaction and inspect which rule triggered the block and what the risk score was.

The review queue is too large to manage

• Add a more targeted review rule to narrow what gets flagged — for example, restrict reviews to high-risk transactions above a certain payment amount.
• Add an allow rule for clearly low-risk segments (e.g., allow if risk_score_lte: 300) to prevent them from reaching the queue.
• Use filters in the Reviews section to prioritize by risk score or date.

Risk scores seem inconsistent or unexpected

• Scores reflect the signals available at the time of the transaction. Unusual scores are often explained by the risk drivers shown in the dashboard — check which factors contributed most.
• If you're seeing a pattern of unexpectedly high scores on legitimate transactions, review the risk driver breakdown and consider creating a targeted allow rule for that segment.
• If scores are missing entirely, confirm Protect is enabled on your account.

Policies

Policies troubleshooting — content to be added by the fraud team.

Analytics

No data is showing in the Analytics dashboard

• Confirm you have transactions on your account. The dashboard reflects actual payment activity — test mode and live mode data are separate.
• Check whether you are in live mode or test mode in the dashboard. Switch to the correct mode for the data you expect to see.
• If you recently went live, allow a short processing window for data to appear.

Dashboard figures don't match what I expect

• Check the date range filter. The default view may not cover the period you're looking at.
• Confirm which payment statuses are included. Pending or failed transactions may be excluded from certain views.
• If you're comparing against an external report, check whether both are using the same timezone. Analytics timestamps are in UTC.

Prism query returns no rows

• Check your date filters — a narrow or misaligned date range is the most common cause.
• Verify column and table names against the Data Reference. Column names are case-sensitive.
• Check the table's freshness indicator to confirm data has arrived for the period you're querying.
• If filtering by status, confirm the exact status string (e.g., 'paid' not 'Paid').

Prism query times out

• Narrow the date range — queries spanning many months over large tables are the most common cause of timeouts.
• Reduce the number of columns selected — only pull what you need.
• Add aggregations earlier in the query rather than returning raw rows.
• Add a LIMIT clause to preview results before running the full query.

Prism result is too large to export

• Add or lower your LIMIT.
• Aggregate the data in the query before exporting — for example, group by day instead of returning individual transactions.
• Split the export by date range into smaller batches.

Scheduled export didn't arrive

• Confirm the schedule is active and wasn't paused or deleted.
• Check the recipient email address is correct and check spam/junk folders.
• Verify the query itself runs successfully when executed manually — a query error will silently prevent the scheduled export from sending.
• Note that export download links are temporary. If the email arrived but the link expired, rerun the query to regenerate.

I'm getting a permissions error in Prism

• Ask your account Admin to confirm your Prism role and access level.
• Some fields may be masked depending on your account plan. If a column returns no data or an access error, it may be restricted for your role.

Prism is read-only — I can't modify data

This is expected. Prism is a read-only query tool. It cannot insert, update, or delete data.