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Troubleshooting
Payment Failures

Troubleshooting: Payment Failures

Reading Time: 4-6 minutes

Overview

Quick solutions for common payment failures in Akili Apps. Follow these troubleshooting steps to resolve issues quickly.

Common Issues and Solutions

Issue Symptoms

  • Error messages
  • Unexpected behavior
  • Features not working
  • Slow performance
  • Connection problems

Step-by-Step Troubleshooting

Quick Checks (Try These First)

  1. Refresh the Page

    • Press Ctrl+R (Cmd+R on Mac)
    • Or click browser refresh button
    • Clears temporary glitches

  2. Clear Browser Cache

    • Chrome: Settings > Privacy > Clear browsing data
    • Firefox: Settings > Privacy > Clear Data
    • Safari: Preferences > Privacy > Manage Website Data
    • Select "Cached images and files"
    • Clear and restart browser

  3. Check Internet Connection

    • Verify you're online
    • Try loading other websites
    • Restart router if needed
    • Check WiFi signal strength

  4. Try Different Browser

    • Test in Chrome, Firefox, or Safari
    • Helps identify browser-specific issues
    • Update browser to latest version

  5. Disable Browser Extensions

    • Ad blockers may interfere
    • Privacy extensions can cause issues
    • Disable temporarily to test

Specific Issues

Can't Log In

Problem: Login not working

Solutions:

  1. Check Credentials

    • Verify email correct (no typos)
    • Check caps lock off
    • Password case-sensitive

  2. Reset Password

    • Click "Forgot Password" on login
    • Check email for reset link
    • Check spam folder if not received
    • Create new strong password

  3. Clear Cookies

    • Clear browser cookies
    • Close all browser tabs
    • Restart browser
    • Try logging in again

  4. Disable 2FA Temporarily

    • If 2FA causing issues
    • Use backup code
    • Or reset 2FA via support

Page Won't Load

Problem: Blank page or loading spinner

Solutions:

  1. Check browser console for errors (F12)
  2. Disable extensions/ad blockers
  3. Try incognito/private mode
  4. Clear cache and cookies
  5. Check if Akili services operational (status.akiliapps.com)

Feature Not Working

Problem: Specific feature broken

Solutions:

  1. Check Plan Limits

    • Verify feature available on your plan
    • Check if usage limit reached
    • Upgrade if needed

  2. Verify Permissions

    • Ensure you have permission for that feature
    • Check your role if organization account
    • Contact admin if needed

  3. Check Browser Compatibility

    • Use supported browser (Chrome, Firefox, Safari, Edge)
    • Update to latest version
    • Some features may not work on older browsers

  4. Refresh Page

    • Simple refresh often fixes
    • Hard refresh: Ctrl+Shift+R (Cmd+Shift+R)

Upload Failures

Problem: Can't upload receipts or files

Solutions:

  1. Check File Size

    • Max 5MB per receipt
    • Compress if larger
    • Or take new photo

  2. Check File Format

    • Supported: JPG, PNG, PDF, HEIC
    • Convert if unsupported format

  3. Check Internet Speed

    • Slow connection may timeout
    • Try smaller files first
    • Use better WiFi connection

  4. Check Storage Limit

    • Verify haven't exceeded plan storage
    • Delete old receipts if needed
    • Or upgrade plan

Data Not Syncing

Problem: Changes not saving or syncing

Solutions:

  1. Check Connection

    • Ensure online
    • Look for offline indicator

  2. Wait for Sync

    • May take few seconds
    • Watch for sync indicator

  3. Force Refresh

    • Reload page
    • Should trigger sync

  4. Check Conflicting Changes

    • If multiple devices
    • Last save wins
    • Resolve conflicts manually

Bank Connection Issues

Connection Failed

Problem: Can't connect bank account

Solutions:

  1. Verify Bank Supported

    • Check supported banks list
    • Some banks not yet available

  2. Check Credentials

    • Use correct online banking username/password
    • Not debit card PIN
    • Try logging into bank directly first

  3. Disable 2FA Temporarily

    • Some banks require disabling 2FA for connections
    • Or use bank's specific app password

  4. Try Again Later

    • Bank maintenance
    • Plaid temporary issue
    • Wait 30-60 minutes

Transactions Not Importing

Problem: New transactions not showing

Solutions:

  1. Manual Sync

    • Click Sync Now button
    • Forces immediate sync

  2. Check Date Range

    • Expand date filter
    • Transaction might be earlier than showing

  3. Verify Transaction Posted

    • Pending transactions may not import
    • Wait until posted

  4. Reconnect Account

    • Disconnect and reconnect
    • Fresh connection often fixes

Connection Expired

Problem: "Reconnect required" message

Solution:

  1. Click Reconnect button
  2. Re-enter bank credentials
  3. Approve connection
  4. Sync resumes automatically

Prevention: Some banks require periodic re-authentication (normal).

Payment and Billing Issues

Payment Failed

Problem: Credit card declined

Solutions:

  1. Check Card Details

    • Verify card number correct
    • Check expiry date not passed
    • Confirm CVC correct

  2. Check with Bank

    • Ensure sufficient funds
    • Verify no fraud hold
    • Confirm international transactions allowed (if applicable)

  3. Try Different Card

    • Use alternative payment method
    • Update in Billing settings

  4. Check Billing Address

    • Ensure matches card billing address
    • ZIP/postal code important

Subscription Not Active

Problem: Still on Free after paying

Solutions:

  1. Check Payment Status

    • View Billing History
    • Confirm payment succeeded

  2. Wait Few Minutes

    • Processing may take 5-10 minutes
    • Refresh page

  3. Log Out and Back In

    • Forces account refresh

  4. Contact Support

    • With payment confirmation
    • We'll activate manually

Mobile Issues

Mobile Site Not Working

Problem: Issues on mobile browser

Solutions:

  1. Use Modern Browser

    • Chrome, Safari, or Firefox
    • Update to latest version

  2. Clear Mobile Browser Cache

    • Settings > Browser > Clear Data

  3. Request Desktop Site

    • Some features work better
    • Enable in browser menu

  4. Check Screen Orientation

    • Some features optimized for landscape
    • Rotate device

Slow on Mobile

Solutions:

  1. Close other browser tabs
  2. Restart browser app
  3. Check mobile data speed
  4. Switch to WiFi if available
  5. Clear app cache

Performance Issues

Slow Loading

Problem: Pages load slowly

Solutions:

  1. Check Internet Speed

    • Run speed test
    • Minimum 5 Mbps recommended

  2. Reduce Data Loaded

    • Use filters to show less data
    • Paginate large lists
    • Load smaller date ranges

  3. Optimize Images

    • Compress large receipt images
    • Reduce upload file sizes

  4. Update Browser

    • Old browsers slower
    • Update to latest version

App Freezing

Problem: Interface becomes unresponsive

Solutions:

  1. Wait 30 Seconds

    • May be processing large operation

  2. Refresh Page

    • Hard refresh if needed

  3. Reduce Open Tabs

    • Close other Akili tabs

  4. Check RAM Usage

    • Close other programs
    • Restart computer if needed

Getting Help

Before Contacting Support

  1. Try troubleshooting steps above
  2. Check status page: status.akiliapps.com
  3. Search help documentation
  4. Check community forum (if available)

Contacting Support

Include This Information:

  • Description of problem
  • Steps to reproduce
  • Error messages (screenshot helpful)
  • Browser and version
  • Operating system
  • Account email
  • When issue started

How to Contact:

Response Times:

  • Email: 24-48 hours
  • Critical issues: 4-8 hours
  • Professional plan: Priority support

Emergency Issues

For critical issues affecting access:

Common Questions

Q: Why isn't my issue listed here?

This covers most common issues. For specific problems, contact support.

Q: How do I report a bug?

Email support@akiliapps.com with detailed description and steps to reproduce.

Q: Is there system maintenance?

Check status.akiliapps.com for scheduled maintenance.

Q: Can I get phone support?

Available on Professional plan. Email support always available.

Q: What are system requirements?

Modern browser (Chrome, Firefox, Safari, Edge), internet connection, 5+ Mbps speed.

Related Articles

Need Help?

Email: support@akiliapps.com
Status: status.akiliapps.com
Help Center: help.akiliapps.com

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