How to investigate failed payments in PaymentIQ.

1. Establish what is affected

Identify the transaction type, environment, payment method, provider and first known occurrence. Record the timezone. Separate what users report from what you can observe in the payment records.

• One customer, one method, one country or a wider pattern?
• A cashier-loading issue, a redirect problem, a refusal or an unresolved final state?
• A new issue or an existing pattern made more visible by a change in volume?

2. Build a small, useful evidence set

Compare a sample of affected transactions with successful transactions from a similar period and payment flow. Keep the transaction reference, recorded state, relevant response and timestamps together in your internal investigation record.

• Distinguish the state displayed to the user from the state recorded by the payment systems.
• Identify the provider response where one exists; do not infer its meaning from a browser message alone.
• Check whether a pending result later became final before classifying it as a failure.

If the issue began around a launch, revisit the PaymentIQ API and cashier integration checklist.

3. Compare the timeline with changes

Review the changes relevant to the affected flow: routing, provider configuration, cashier behaviour, application releases and access settings. Also check the official incident information available to your team. Timing can suggest a hypothesis, but it does not by itself prove the cause.

• Write each hypothesis alongside the evidence that supports or weakens it.
• Test the smallest relevant scenario in an appropriate environment.
• Agree who approves a change, how it will be validated and how to reverse it if needed.

4. Make the next action clear

A useful handover describes the impact, the observed behaviour, the expected outcome, the evidence and what has already been checked. Assign the remaining question to the team best placed to answer it: application, payments operations, provider or platform support.

• State what is known and what still needs confirmation.
• Use your approved support channel for transaction evidence and sensitive technical material.
• After a fix, compare the affected flow over a suitable period and record any remaining limitations.