Troubleshooting¶

Common billing issues and how to resolve them from the admin portal.

Payments¶

Payment not appearing¶

Click Refresh on the Payments page
Check the Unredeemed tab — the payment may have arrived but not been matched to a subscriber
Ask the subscriber for their M-Pesa confirmation message and verify the transaction ID
If the payment is still missing after 10 minutes, check with your payment provider

STK Push not reaching subscriber¶

Symptom	Likely cause	Fix
No prompt on phone	Wrong phone number	Verify the subscriber's phone number in their profile and retry
"Not registered for M-Pesa"	Number not on M-Pesa	Ask subscriber for their M-Pesa registered number
Timeout (96 seconds)	Subscriber did not act	Retry or ask subscriber to send manually and record as manual payment

Wrong amount recorded¶

Find the payment on the Payments page. You cannot edit a payment amount directly — void the incorrect payment (if your role allows) and record a new one with the correct amount.

Duplicate payment¶

If a subscriber paid twice for the same period, the extra amount can be treated as account credit. Record the second payment and inform the subscriber — the credit will offset their next renewal.

Subscriptions¶

Subscription not extending after payment¶

Recording a payment on the Payments page does not extend the subscription. Use Renew / Change Plan on the subscriber's Subscription Tab to both record payment and extend the end date in one step.

Subscriber still suspended after renewal¶

Go to the subscriber's detail page
On the Subscription Tab, click Reactivate
If reactivation fails, click Force Redial (CoA) to disconnect and re-authenticate

Expiry date is wrong¶

Use Quick Extend on the Subscription Tab to adjust the end date. Enter the number of days to add or correct. No payment record is created for a quick extend.

Grace period ended, subscriber auto-suspended¶

The subscriber can still be renewed. Use Renew / Change Plan — recording a payment and extending the subscription will automatically reactivate them.

Subscriber Accounts¶

Subscriber cannot connect (PPPoE)¶

Check the subscriber's Online Status on the list — is it Offline or No Internet?
Verify RADIUS credentials on the subscriber detail page
Click Force Redial (CoA) to kick the subscriber's session
Click Refresh Status to check live RADIUS state
If the subscriber changed their router, use Reset MAC Binding

Subscriber cannot connect (Static IP)¶

Verify the static IP is assigned and shows as (fixed) on the detail page
Click Re-provision to push the IP assignment to the router
Check that the router/NAS device is online under Network → Devices

Wrong zone or device assignment¶

Edit the subscriber and update the Zone or Router/NAS field. For PPPoE subscribers, the RADIUS credentials will be reprovisioned on the new device automatically.

Account status stuck¶

Click Refresh Status on the subscriber detail page to force a live status check against the RADIUS server. If status is still incorrect, check the RADIUS server logs.

Plans¶

Cannot delete a plan¶

Plans with active subscribers cannot be deleted. Either: - Move subscribers to a different plan via Renew / Change Plan, or - Archive the plan instead (preserves historical records)

Plan changes not affecting existing subscribers¶

Plan edits (price, speed, duration) only apply to NEW subscriptions and renewals. Existing active subscriptions keep their original terms until the current period ends.

Invoices¶

Invoice stuck as Issued¶

An invoice stays Issued until manually marked as paid. If payment was received, find the invoice and click Mark as Paid.

Invoice marked as paid by mistake¶

You cannot undo a paid status. Create a new invoice if the charge still applies, or issue a credit note.

Wrong amount on invoice¶

Void the incorrect invoice and create a new one with the correct amount. Voiding is permanent — double-check before confirming.

Cannot log in¶

Verify the username/email and password
Check if the account is active (not disabled)
Use Forgot Password to trigger a reset email
If the user is locked out, an admin can reset their password from Settings → Users

Access to portal sections is controlled by user roles. If a section is not visible, contact your system administrator to adjust your role permissions.

Session keeps expiring¶

Sessions expire after a period of inactivity for security. Log in again. If it happens frequently, check that your browser is not clearing cookies automatically.