🛠️Troubleshooting Guide

I can't log in to my InstaPay account. What should I do?

1. Check Your Network: Ensure you have a stable internet connection.

2. Verify Email, Password & Mobile Number: Make sure you’re using the correct email, password, and mobile number. Double-check for any typos.

3. Update Instagram: Make sure you have the latest version of the Instagram app.

4. Clear Cache:

   • Android: Settings > Apps > Instagram > Storage > Clear Cache.

   • iPhone: Settings > General > iPhone Storage > Instagram > Offload App > Reinstall App.

   • Web Browsers:

     • Google Chrome: Settings > Privacy & Security > Clear Browsing Data.

     • Safari: Preferences > Privacy > Manage Website Data > Remove All.

     • Firefox: Menu > Settings > Privacy & Security > Clear Data.

     • Microsoft Edge: Settings > Privacy, Search, and Services > Clear Browsing Data.

     • Opera: Menu > Settings > Privacy & Security > Clear Browsing Data.

5. 2FA Issues: Check Google Authenticator or SMS for the verification code.

6. Password Reset: Use the “Forgot Password” option if needed.

7. Contact Support: Reach out to InstaPay support for further assistance.

I am unable to complete KYC verification. What should I check?

Make sure your ID photo is clear and the proof of address is less than 3 months old. Check for any missing fields and resubmit.

Why can't I add a beneficiary?

Verify that all required fields are completed correctly and that the payment channel information is accurate. Try reloading the page or app.

Why was my transaction declined?

Common reasons include insufficient balance, exceeding transaction limits, or incorrect beneficiary details. Verify all information and try again.

I can't see my recent transactions. What should I do?

Check your internet connection, log out, and log back in. If the issue persists, contact support for assistance.

My payment is stuck or delayed. How can I resolve this?

Delays can occur due to processing times or beneficiary issues. Check the transaction status. If it remains unresolved, contact support.

How do I reset my 2FA settings?

If you lose access to your Google Authenticator, first try to use the backup code/token provided during setup. This code is essential to recover access without contacting support. If you haven’t saved it or no longer have it, go to “Settings” and select “Verification Code Preferences” to update your 2FA method using SMS or email. For further assistance, contact InstaPay support for verification and help in resetting your 2FA settings.

I didn't receive a verification code via SMS or Email. What should I do?

Check your network connection and ensure your registered number or email is correct. Try resending the code or use an alternative method. We highly recommend setting up Google Authenticator to avoid delays or issues with SMS or email verification. This provides a more secure and reliable way to receive your verification codes.

My QR code isn't scanning. How can I fix this?

Make sure the QR code is visible and well-lit. If scanning issues persist, ask your client to manually enter the alphanumeric code found on your QR sticker or custom QR code. This will allow them to complete the payment seamlessly through the InstaPay chatbot on Instagram.