Support

Get help with the Paywize Platform APIs. Our support team is here to assist you with integration, troubleshooting, and best practices.

Quick Links

• API Status - Real-time API status and uptime
• Developer Portal - Developer dashboard and resources
• Community Forum - Community discussions

Contact Information

Developer Support

• Email: developer-support@paywize.in
• Response Time: Within 4 hours (business days)
• Support Hours: Monday - Friday, 9:00 AM - 6:00 PM IST

Business Support

• Email: business@paywize.in
• Support Hours: Monday - Friday, 9:00 AM - 6:00 PM IST

Documentation Issues

• Email: docs@paywize.in

Getting Help

Before Contacting Support

Please review:

• Getting Started Guide - Platform overview and setup
• Payout API Documentation - Complete payout API reference
• Collection API Documentation - Complete collection API reference
• Authentication Guide - JWT token generation
• Encryption Guide - AES-256-CBC implementation
• Changelog - Recent updates and changes

Check API Status

Visit status.paywize.in for:

• Current API status
• Scheduled maintenance
• Recent incidents

Contact Support

Tips for faster resolution:

• Include relevant code snippets
• Provide API request/response examples
• Mention your merchant ID
• Describe steps to reproduce the issue

Common Issues & Solutions

Authentication Issues

Problem: 401 Unauthorized errors Solution:

1. Check if your API credentials are correct
2. Ensure token hasn't expired (tokens last 5 minutes)
3. Verify you're using the correct environment (sandbox vs production)
4. Generate new token using correct endpoint

// Correct token generation
const response = await fetch('https://merchant.paywize.in/api/v1/auth/clients/token', {
  method: 'POST',
  headers: {
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    payload: encryptedCredentials
  })
});

Encryption/Decryption Errors

Problem: Encryption or decryption failures Solution:

1. Verify API key format (32 characters)
2. Verify secret key format (16 characters for IV)
3. Use AES-256-CBC encryption
4. Ensure proper base64 encoding/decoding

Webhook Issues

Problem: Webhooks not being received Solution:

1. Ensure webhook URL is publicly accessible
2. Return 200 OK status within 30 seconds
3. Provide correct callback_url in API requests
4. Check for HTTPS requirement

Transaction Status Issues

Problem: Transaction status not updating Solution:

1. Check if webhooks are configured correctly
2. Use status API as fallback
3. Verify transaction_id or sender_id format
4. Check for network connectivity issues

FAQ

General Questions

Q: How do I migrate from sandbox to production? A: Update your base URL from sandbox.merchant.paywize.in to merchant.paywize.in and use production credentials.

Q: Can I test APIs without real money? A: Yes, use our sandbox environment with test credentials.

Payout API

Q: How long do payouts take to process? A: IMPS transfers are instant, NEFT takes 30 min - 2 hours, RTGS takes 30 min - 2 hours.

Q: Can I cancel a payout after initiation? A: Payouts can only be cancelled before processing begins. Use the status API to check current status.

Collection API

Q: What payment methods are supported? A: UPI payment collection with payment intent URLs.

Q: How do I configure webhooks? A: Provide callback_url in your API requests for real-time status notifications.

Support Response Times

Resources

• Developer Portal - Developer dashboard
• API Status - System status
• Community Forum - Developer discussions

Need help? Contact us at developer-support@paywize.in