Merchant Owner Portalพอร์ทัลสำหรับเจ้าของร้านค้า

Who this manual is for

This manual is for the people who run a business account in the P2P merchant portal:

• Owners — the account holders. You set the business up, manage your team and branches, and look after the money side.
• Operators — cashiers and back-office staff. You pay withdrawals, check slips and answer customers, usually with a customer waiting.
• Viewers — staff who only need to look: accounts, reports, audit.

If you work for one branch (a sub-merchant), your login only sees that branch. Your screens are explained in the branch staff manual. This manual still helps you understand how money moves.

If you are the developer connecting your system to P2P, the API key, webhook and integration pages are covered in the developer appendix near the end.

The one rule: you move the money, P2P never holds it

Every baht moves bank to bank. P2P keeps the record, checks slips, matches deposits to withdrawals and tells your system what happened. It does not route your customers' money into an account of its own (the one exception is a fallback that only P2P can switch on for a business, and that is off unless it has been; see Custody and settlement), and it cannot see inside your bank.

• When a customer deposits, their money goes straight from their bank to one of your accounts, to your payment gateway, or to another customer who is withdrawing.
• When a customer withdraws, either depositing customers pay them directly, or you pay them from your own bank or your own gateway, and record it in P2P.

What this means for your day:

1. Recording a payment in P2P does not send money. Make the transfer in your banking app first, then record it. The one exception is paying from your own payment gateway: there P2P tells your gateway provider to pay from your gateway balance.
2. Close the withdrawal to new deposits before you pay, and record the payment straight away. Until you record it, the withdrawal still looks unpaid to P2P. A closed withdrawal reopens on its own after 15 minutes, and then a deposit can be matched to it and the customer paid twice. See Pay a withdrawal.
3. Figures about who holds whose money are for information. P2P does not move that money and cannot check it. See How money moves through your account.

Your role in five minutes

Your name and role are shown at the bottom of the menu. The menu only lists the pages your role can use.

Role	Who usually has it	What you can do	What you cannot do
Owner Owner	The account holder. There can be more than one.	Everything an operator can do, plus: your team, the API key and signing secret, editing Settings, your own bank accounts, payment gateways, matching pools, branches (create them, give them credit and withdraw allowance, pool membership, branch staff), every Settlement action (request a payout, record a payment, dispute one), and disputing a fee payment on Money.	Credit a split deposit (only a P2P admin can). Change the portal's logo and colours (they come from your reseller, if you have one). Demote the last owner.
Operator Operator	Cashiers and back-office staff.	Pay withdrawals (bank slip, no slip, or your gateway), close them at the filled amount or cancel them. Review slips: approve direct deposits, reject, re-verify, and settle over-payments. Upload a slip for a customer. Register a transfer that arrived with no deposit. Request cancellation of a stuck deposit. Mark slip score alerts as reviewed. For customers: mark conduct as reviewed, block, and reveal a bank account number. Request usage-credit top-ups. Retry webhooks. Confirm or flag gateway deposits. Manage a branch's bank accounts and use Settle this account on them.	Team, API key, editing Settings, your own bank accounts, payment gateways, matching pools, creating or managing branches, any Settlement action for the business, disputing a fee payment, revoking a customer's consent.
Viewer Viewer	Staff who only need to look.	Read the dashboard, transactions, the deposit and transaction pages, the withdrawal list, users and their balances, Money, Usage credit, Billing, Settlement, Settings, and the integration pages.	Any action on money or customers. Slip review and slip score alerts are not available at all.

A few things that are easy to miss:

• Operators reach a branch's page by its address, not the menu. The menu hides Sub-merchants from operators, but an operator can still open a branch's page to manage its bank accounts. Ask your owner for the link.
• A page your role cannot use sends you back to the Dashboard, with no message. That is the permission check working, not a broken link. See A button is missing, or I keep getting sent back.
• Nobody should share an owner login to get round a missing button. Every action is recorded against the login that did it. Ask an owner to change your role instead.

Branch staff

Branch operator Branch viewer

Branch logins are Operator or Viewer, never Owner. An owner creates them from Sub-merchants → the branch → Staff. A branch operator can also manage the branch's own logins from My staff.

A branch login sees only its own branch: its dashboard, transactions, customers and withdrawals, and its own Settlement, Money, Usage credit and Billing. Branch operators also get direct-deposit slip review, Register a transfer, and the branch's own bank accounts and staff. A banner at the top of every page says so. Any other page sends them back to Transactions.

When P2P support or your reseller works in your portal

Support

A P2P platform admin, or your reseller, can open your portal as your business to help you. They choose a mode when they start:

• Read-only (the usual one): they see what a viewer sees, and change nothing.
• Support write: they can see everything an owner can see, and do a short list of things — record a withdrawal you paid (by slip or no slip), request cancellation of a stuck deposit, retry webhooks, invite staff, change a role or reset a password, change some matching and routing settings and a branch's settings, and record money that has left a bank account.

They cannot approve or reject slips, register a transfer, cancel or close a withdrawal, close a withdrawal to new deposits, pay from a gateway, add or change bank accounts or gateways, rotate your API key, or record or dispute a settlement payment.

While they work, they see a Support session banner on every page, with Exit support session. You do not see that banner on your own screens. What you may notice is a platform-support staff row in Team, and its name in a Decided by column. P2P's audit trail records who really did it. See A support staff member we never invited.

Sign in

Owner Operator Viewer Branch operator Branch viewer

You need your email address, your password and an authenticator app on your phone (for example Google Authenticator or 1Password).

1. Open the merchant portal address that P2P or your reseller gave you.
2. Enter your Email and Password, then press Continue.
3. Open your authenticator app and type the 6-digit code into 6-digit code. Press Verify. The code changes every 30 seconds; if it is about to change, wait for the next one.

Your first sign-in

Your owner (or a branch operator) invites you and gives you a temporary password. It expires, so use it soon.

1. Sign in with your email and the temporary password.
2. On Set up your account, choose a New password of at least 12 characters, with a letter and a number. Type it again in Confirm new password.
3. Scan the QR code with your authenticator app. If you cannot scan it, type in the secret shown under it.
4. Enter the 6-digit code from the app and press Finish setup.

If the page says your temporary password has expired, ask for a new invite.

Screenshot to comeFirst sign-in: choose a password and set up your authenticator

Lost your phone, or forgot your password

There is no "forgot password" link. The code page mentions backup codes, but the merchant portal does not issue any.

1. Ask an owner to open Team → your row → Reset password. Branch staff can also ask a branch operator on My staff.
2. The owner passes you the new temporary password. You are signed out everywhere and set up a new password and authenticator at your next sign-in, as on your first sign-in.
3. If you are the only owner and you are locked out, contact P2P platform support or your reseller. Both can reset an owner's login.

How this manual is organised

The chapters follow what you are trying to do, not the order of the menu:

1. Start here — this page.
2. How money moves through your account — read it once; the rest builds on it.
3. Your day — the routine, in order.
4. When a deposit goes wrong — situations, symptom first.
5. When a withdrawal goes wrong — situations, symptom first.
6. Your customers — identity, conduct and blocks.
7. Your money — fees, usage credit, custody and settlement.
8. Branches and your team.
9. Setup and rails — settings, bank accounts, payment gateways.
10. Developer appendix — API key, webhooks, integration test and exam.
11. Reference — every screen, and a glossary.

Something is wrong right now

Find the sentence that sounds like your problem:

You are thinking…	Go to
"The customer says they paid, but nothing was credited."	When a deposit goes wrong, starting with I can't find the deposit
"They paid the wrong amount", "the slip was rejected", "the slip is stuck"	When a deposit goes wrong
"I'm about to pay a withdrawal — is it safe?"	Close the withdrawal to new deposits first
"The customer never got their withdrawal", "it was paid twice", "Cancel is refused"	When a withdrawal goes wrong
"A button is missing", "I keep being sent back to the Dashboard"	A button is missing
"A staff member has left"	Cutting off a leaver's login

How to read the pages

• A word in a box, like Fulfill, is a button or label exactly as the portal shows it.
• The badges under each heading say which roles can do it: Owner Operator Viewer Branch operator Branch viewer Support.
• Don't boxes mark actions that can pay twice, lose a customer's money or credit the wrong person. Read them before you act.
• The screenshots were taken in Thai. You can switch the portal's language at the bottom of the menu. If a reseller set up your account, your portal may show its logo and colours instead of the ones in the pictures.

Who to contact

For…	Contact
Logins, roles, password resets, a lost authenticator	An owner of your business. If no owner can sign in: P2P platform support or your reseller.
Branch staff: anything outside your branch	Your head office (the parent merchant).
Your integration: webhooks, API key, what your system receives	Your own developer first.
A cancellation request you filed, or a split deposit waiting in Slip review	Nothing to send: both reach P2P's review queue on their own. Contact P2P platform support only to chase one that has waited too long.
Something only the platform can do — a deposit that stays Deposit verifying after a re-check, a slip that passed but was never credited, a transfer into a platform account, a security concern	P2P platform support: [email protected] (also shown at the bottom of the sign-in page). If a reseller manages your account, you can go through them, except for a security concern: report that to P2P directly.

When you contact anyone about a payment, send:

1. the merchant order ID your system used (or the customer's merchant user ID),
2. the deposit or withdrawal ID from the portal (use the copy button next to it),
3. the amount and the time of the bank transfer,
4. a picture of the slip, cropped to the slip only.

The short version

• Your customers come to P2P through you. Your system (or the payment page it sends them to) starts every deposit and every withdrawal. Staff do not start them in the portal. The one exception is Register a transfer, for money that arrived with no deposit.
• Money always moves bank to bank. P2P records it, checks it and matches it. It never holds it.
• A deposit goes one of three routes, and P2P picks the route, not the customer.
• A withdrawal waits in your queue until deposits fill it, you pay it, or you close or cancel it.
• Who ends up holding whose money is shown on Settlement. Those figures are for information: nothing is blocked because of them.

A deposit: three routes

When your customer confirms a deposit amount, P2P decides where they should transfer. The dashboard counts settled deposits by these same three names:

Route	Where the customer's money goes	How it is confirmed
P2P match	Straight to the bank account of another customer who is withdrawing.	The customer uploads their slip; P2P checks it.
Bank transfer	One of your bank accounts, or a branch's own account (or, only if it has been set up for you, an account your reseller or P2P runs).	The customer uploads their slip; P2P checks it.
Payment gateway	Your payment gateway, by scanning a QR code.	The gateway confirms the payment. No slip is needed.

Why the customer does not choose. The customer always sees one simple flow: an amount, an account or a QR code, and a place to upload the slip. Behind it, P2P follows your settings:

1. If a withdrawal is waiting that this deposit can fill, and the amount is at or below your P2P cutoff (฿), P2P tries a match first. One transfer then serves two customers: the depositor is credited and your withdrawing customer is paid.
2. Otherwise the deposit goes to your own accounts and gateway, in the Pool order you chose. The default, Round-robin (default), has your accounts and gateway take turns.

An owner sets both on Settings → Matching & routing → Deposit routing.

Amounts and time limits. Deposits and withdrawals use fixed amounts, from ฿100 to ฿50,000. An owner can offer fewer of them with Order amounts. A deposit also has a payment window, 5 minutes unless an owner changes Reservation expiry window. A deposit nobody confirms in time expires; if the customer then pays anyway, you can still recover it from the deposit page.

Slips and how they are checked

For the bank and match routes, the customer transfers in their banking app and then uploads a photo of the slip. Your staff can upload it for them too.

1. Automatic check. P2P reads the QR code on the slip and checks it with a slip-verification service: the amount, the receiving account, and that the same slip has not been used before.
2. It passes. The deposit settles and the customer is credited. On the match route, the withdrawal it was matched to is filled at the same moment. Nobody on your side has to act.
3. It does not pass. The customer can try again with a clearer slip. After three failed tries (the usual limit), their uploads lock and the deposit waits for a person in Slip review.
4. A person decides. An owner or operator approves, rejects or re-checks it.

Amounts that don't match are handled like this:

• The customer paid less than reserved: the deposit settles at the amount that actually arrived. See The customer paid less.
• The customer paid a little more (up to 5% over): it settles on its own.
• The customer paid more than 5% over: it waits in Slip review for a person to decide. The extra is never credited in P2P. See The customer paid more.

A withdrawal: three ways it gets paid

Your system asks for a withdrawal for a customer, and P2P puts it in your Withdrawals queue. It stays there until it is paid, or until it is closed or cancelled (by your staff or by your system). It does not expire on its own.

Approving a withdrawal only puts it in the queue; P2P itself never sends the money. The dashboard's How withdrawals settled panel counts the three ways a withdrawal is actually paid:

Way	What happens	Your part
Matched, no fulfilment	Deposits from other customers are matched to it. Each depositor transfers straight to your withdrawing customer.	Nothing.
Staff fulfilment	You transfer from your own bank to the customer, then record it with the slip (or with a reason, if there is no slip).	Transfer, then record.
Payment gateway payout	You choose to pay from your own gateway balance. P2P instructs your gateway provider, which confirms a few minutes later.	Press the button, then wait.

A withdrawal can be paid by a mix of these.

Partial fills

A withdrawal is not always paid in one piece:

• Several deposits. By default a withdrawal is filled by one deposit of the same amount. An owner can switch on Allow partial withdrawal fulfillment, which lets a withdrawal be filled by several smaller deposits, and optionally set Maximum deposits per withdraw to cap how many.
• A deposit that paid less. It fills the withdrawal only by what actually arrived.
• Your own transfer for the rest. The payment page shows Transfer this amount now: pay that figure, not the original request.

If the customer agrees to accept what has arrived so far, an operator or owner can use Close at filled. The unfilled part is cancelled, you refund it to the customer outside P2P, and it cannot be undone. See The customer will accept what has been paid. A leftover smaller than the smallest allowed amount is closed automatically; it appears under Closed early.

Branches and matching pools

You can split your business into branches (Sub-merchants). Each branch has its own customers, its own staff logins, optionally its own bank accounts, its own usage credit (which you allocate to it), and a withdraw allowance. Matching pools decide whose customers can be matched with whose. Your branches match each other through any pool you own; a branch in no pool shows as Isolated and matches only its own customers. If a branch is in a wider pool run by your reseller or the platform, its customers can also be matched with other merchants' customers. For those matches the branch's withdraw allowance is always checked, and a branch without enough allowance can have its withdrawals held back. See A branch's withdrawal is refused or never matches.

Fees and usage credit

Every settled deposit counts as billable activity, whatever route it took. Two separate balances follow it:

• Usage credit (Usage credit) is a prepaid balance. Each settled deposit draws it down by the amount that actually arrived (not by the fee). A branch's credit also moves when its withdrawals are paid by deposits from outside the branch, or its deposits pay someone else's withdrawal. An owner or operator adds to it with Request top-up, and a P2P admin approves the top-up. It can go below zero, and then shows Overdraft. Branches cannot top up; the owner allocates credit to them. See Usage credit shows Overdraft.
• The fee is what you owe for that activity at your agreed rate. Money shows it as accrued − paid = outstanding, and Billing shows it over time. If a reseller manages your account, the Money page says who is billed.

Custody and settlement: who is holding whose money

A settled deposit credits your customer in P2P at once. The cash, though, is wherever the customer sent it:

• Your own account or gateway: you hold it. Settlement may still list it under Head office, but there is nothing to ask anyone for.
• A branch's own account: the branch holds it.
• A withdrawing customer of another branch or another merchant: their customer was paid with your customer's money, so that branch or merchant owes you. It works the other way round too.
• Another party's account, such as a gateway run by your reseller: they hold it and owe it to you. It shows as Your reseller.
• An account run by P2P, only if P2P has switched on its fallback accounts for your business (off unless it has): P2P holds that money and owes it to you. It shows as Platform, and you ask for it the same way.

Settlement keeps this tally, one row per party, under Owed to you and You owe. The tabs are To do, Balances, History and Payout accounts. An owner presses Request payout; the holder transfers the money and records it; you then confirm with It arrived or dispute it. When you pay a branch what you owe it, you record that with Record payment.

Money shows two separate balances and never adds them together: Fee — what you owe the platform and Custody — cash held for you (cash that whoever received your customers' deposits is holding for you).

Who to ask. Your owner for anything on Settlement. P2P platform support if a figure looks wrong after a payment has been recorded. See The Settlement page — who owes whom.

Work through the day in this order. Each task says who can do it.

1. Check the dashboard — is anything waiting?
2. Read the flow analytics — is anything slowing down?
3. Find a transaction — answer a customer.
4. Open a deposit that has not settled — see where it is stuck.
5. Pay a withdrawal — safely, once.
6. Work the slip review queue — decide the slips nobody could check automatically.
7. Look at slip score alerts — acknowledge what the checker flagged.

If something has gone wrong, go straight to When a deposit goes wrong or When a withdrawal goes wrong.

Check the dashboard

Owner Operator Viewer Branch operator Branch viewer Support

The Dashboard is your landing page after signing in.

1. Read the cards at the top: Pending withdrawals, Pending fulfillments, Available platform credit and Recent priority grants.
2. Scroll down for the flow analytics (next task).
3. At the bottom, when anyone is holding cash for you, Where your money is links to Settlement, where you can see who is holding the cash from your settled deposits.

Read the flow analytics

Owner Operator Viewer Branch operator Branch viewer Support

The Deposit & withdrawal flow section on the dashboard shows how money has been moving. The figures are refreshed regularly, not to the second; the time they were taken is shown next to the dates.

1. Pick a period: Today, 7d, 30d, or your own dates.
2. Read the five tiles: Deposits, Withdrawals, Stale, Avg fulfilment and First-time. Stale counts deposits that expired without being paid; the small line under it splits deposits and withdrawals.
3. Watch the Settled under 30 min gauge. It is your early warning: when it drops, deposits and withdrawals are taking longer to settle, often because they are waiting on someone.
4. Use the panels below to plan and to spot problems:
   • Deposit supply vs withdraw demand, by denomination — which amounts customers deposit and withdraw. Useful when you plan a promotion.
   • How withdrawals settled, How deposits settled and Deposits by rail — the routes and ways described in How money moves.
   • Matched with another sub-merchant or merchant — how often your customers were matched with another branch's or another merchant's customers.
   • Slip review workload — how many deposits needed a person to look at the slip.
5. Press Export CSV under Per-bucket flow & running total if you need the numbers in a spreadsheet.
6. If you have branches, By sub-merchant shows the same figures per branch. Select a branch to focus the section on it (the cross-match and slip-review panels hide while you do); press Show the whole business to go back.

Find a transaction

Owner Operator Viewer Branch operator Branch viewer Support

Transactions lists every deposit, withdrawal and adjustment, newest first. Use it whenever a customer asks about a payment.

1. The list opens on Last 30 days. For older payments press All time.

2. In Search, enter one of these:

   • the start of your merchant user ID for the customer,
   • the full P2P user ID,
   • your merchant order ID, or the idempotency key your system sent.

   Searching by merchant order ID or idempotency key also finds expired deposits, which are otherwise hidden. A deposit ID or transaction ID pasted here finds nothing.

3. Narrow it with Type, and, if you have branches, the branch filter above the search box.

4. Use the buttons on the row:

   • Open — opens the transaction, or for a deposit that has not settled, the deposit page. Every role has it, on most rows.
   • Review — the slip is waiting in Slip review.
   • Fulfill — pay this withdrawal (owners, operators and branch operators).
   • Request cancellation — owners, operators and branch operators can ask a P2P admin to cancel a stuck deposit. You give a reason; the admin decides. There is no way to withdraw the request in the portal, so be sure before you send it. (A viewer may see the button, but the request is refused.)

Open a transaction

Owner Operator Viewer Branch operator Branch viewer Support

Transaction detail opens for a settled deposit, and for any withdrawal. It is the record to quote when a customer questions a payment.

• The flow at the top (Deposit flow or Withdrawal flow) shows each step as Done, In progress or Blocked. When something is blocked, Available actions offers the fix on the same page.
• The Depositor and Withdrawer blocks show who sent and who received the money, with a masked account number. If your role allows it, Reveal shows the full number; every reveal is recorded, so use it only when you need it.
• Receiver account comparison compares the account the customer was told to pay with the one on the slip, and Slip evidence shows what the slip check said.

Open a deposit that has not settled

Owner Operator Viewer Branch operator Branch viewer Support

A deposit that has not settled yet lives on its own page, Deposit reservation, not on Transaction detail. Open it from Transactions → the deposit row → Open. The funding list on a withdrawal and the slip queues link to it too. Every role can read it; acting on it needs an owner, an operator or a branch operator.

What you see:

• the amount, where the customer was told to pay, and when the payment window ends;
• the deposit's flow, with the stuck step marked and Available actions;
• the depositor, and Slip verification attempts: every slip uploaded and what the check said.

What you can do, depending on where the deposit is:

1. It needs a person. A banner reads This slip failed automatic verification and needs manual review.. Press Review this slip.
2. The customer paid but cannot upload the slip. In Upload proof slip for the customer, press Upload slip and choose the file. It is sent as soon as you choose it. Or paste a screenshot with Ctrl+V (Cmd+V on a Mac), check it, and press Upload this slip. The slip goes through the same check as a customer upload. For a payment-gateway deposit this only works once the gateway's time has run out.
3. The deposit expired, and the customer paid afterwards. In Customer paid late? Upload the slip, press Upload late slip. P2P opens a new deposit from it and parks it for review; press Open the new deposit for review to decide it. See The customer paid after the window closed.

If the money arrived but there is no deposit at all (the customer paid an account saved from an earlier deposit), use Register a transfer instead. See No deposit exists for this payment.

Pay a withdrawal

Owner Operator Branch operator

Open Withdrawals. It has three tabs: Pending (still needs money), Decided (who decided what, and when) and Closed early (closed before they were fully paid, and what you refund). Each pending row offers:

• Fulfill — pay it;
• Close at filled — only when part of it is already paid;
• Cancel — only while nothing has been paid yet.

A viewer sees the list with no buttons.

To pay one:

1. On the Pending tab, press Fulfill on the row.
2. Read the top of the page: Requested, Already filled, and Transfer this amount now — the amount to pay — then the customer's bank, account holder and account number.
3. Check Funding deposits: these are deposits already matched to this withdrawal.
4. Press Close to new deposits. If the button already reads Reopen to matching and you did not close it yourself, or P2P says someone else has closed it, stop: a colleague may be paying this withdrawal right now, and the panel can look green to you as well. Ask your team before you do anything (see Two of us opened the same withdrawal). Otherwise wait for the 30-second countdown. When the panel turns green and reads Closed to new deposits — safe to pay, it is safe to transfer. If a Still settling list appears, do not transfer yet: wait for those deposits, or see The withdrawal is held by a deposit.
5. In your banking app, transfer exactly the Transfer this amount now amount to that account. Do it within 15 minutes; after that the withdrawal reopens to new deposits on its own, so check the panel again before you record.
6. Back in P2P, under How was this paid? choose Bank slip. Press Click to upload transfer slip and choose your slip.
7. In Amount to fulfill (THB), type what you actually sent, or leave it blank if you sent the full amount shown. Press Submit fulfillment.
8. If P2P says The amount you can transfer changed, a deposit took part of the withdrawal while the page was open. Confirm only if the new figure is what you transferred; otherwise type the amount you really sent.

No slip? Choose No slip instead and fill in Bypass reason. The reason is recorded with your name.

Paying from your gateway? Choose Payment gateway, check the balance shown, and press Pay from gateway. It pays the whole amount still open; there is no amount to type. This is not instant: P2P instructs your provider and the withdrawal completes when the provider confirms, usually within a few minutes. See Pay from gateway problems.

Screenshot to comeHow was this paid? — Payment gateway, with the gateway balance

Decided not to pay after all? Press Reopen to matching so deposits can fill it again. While a withdrawal is closed to new deposits, Cancel and Close at filled are refused. See I closed it, then decided not to pay.

Who to ask. If a customer says they never received a withdrawal you paid, see A customer says they never received it.

Work the slip review queue

Owner Operator Branch operator

Slip review holds the slips that could not be checked automatically. Work it oldest first, so genuine customers are not left waiting.

• Use Find a slip to jump to one customer or deposit.
• Direct deposits are the usual kind. Split deposits are rare; you can reject or re-check them, but only a P2P admin can credit one.
• Decided slips stay listed below, under Decided — direct deposits and Decided — split deposits.

For each row:

1. Press Details and read Why this slip needs review. Compare the slip with the amount and the destination account.
2. Then decide:
   • Genuine, right amount, right account: press Approve & credit, tick the confirmation that you checked the slip, and press Approve & credit. The customer is credited the reserved amount.
   • The QR could not be read, or the check failed to run: press Re-scan QR & verify (shown when a re-check is possible). Re-scan the image, upload a clearer photo, or paste the QR value, then press Re-verify. This runs the real check again; it never credits anyone by itself.
   • Not genuine, or not paid to the right account: press Reject, choose a Reason (it is recorded against the customer), and press Reject. P2P then offers Also block this customer?. Choose Not now unless this customer should be refused from now on. If blocking is switched off across the platform, a block is recorded but not yet enforced, and the dialog says so.
3. An over-payment row (the customer sent more than 5% over) shows Approve (as Over) and Approve (as Reserve) instead of a plain approve. Both settle the deposit and credit the reserved amount; the extra is never credited in P2P. Tick the receiver check (and, for Approve (as Over), the fraud-risk box), then press Confirm. See The customer paid more.

Who to ask. A slip that stays in review after a re-check, or a split deposit that needs crediting: P2P platform support. See A slip has been verifying for a long time.

Look at slip score alerts

Owner Operator

Slip score alerts lists deposits where the automatic checker scored a slip as a possible mismatch: the receiver's name or account, or the sender. The alerts are advice only. They do not settle, reject or block anything.

1. Leave the filter on For review.
2. Press Review on a row to open Finding detail.
3. Read Field checks and Score breakdown. Sender not evaluated — no expected sender on file is not a mismatch.
4. Press View reservation if you want to see the deposit itself.
5. Press Mark reviewed, with a note if it helps the next person.

Before you finish

• No withdrawal is left closed to new deposits that you did not pay. Reopen it, or pay and record it.
• Every transfer you made today is recorded in P2P.
• The Pending tab and Slip review hold nothing you started and left half done. If you must leave something, tell the next person which one and why.

Each entry starts with what you see on screen, explains why in plain words, and then gives the steps. Read the "Don't" box before you press anything. Some buttons cannot be undone, and a few can credit one transfer twice.

If you see… go to

If you see…	Go to
A deposit reads "EXPIRED", but the customer says they paid after the time ran out	The customer paid after the payment window closed
Approve (as Over) and Approve (as Reserve) on a slip	The customer transferred more than they reserved
The customer says their credit is short; the deposit page shows Under-paid	The customer transferred less than they reserved
The customer says they paid, and you can't find the deposit	A customer says they paid, but you can't find the deposit
The customer can't get back to the checkout, or their uploads are locked	The customer paid but can't upload the slip
The slip QR couldn't be read — re-run verification.	The slip's QR code couldn't be read
Deposit verifying for a long time, or a Slip review row that never moves	A slip has been "verifying" for a long time
The checkout says You already have a deposit in progress	The customer can't start a new deposit
Money arrived in your account, but no deposit points at it	The customer paid an account saved from an earlier deposit
This slip image already settled another deposit - approving would credit one transfer twice. Resolve the other settlement first.	The slip was already used
The slip shows the money went to a different account	The money went to a different account
One customer keeps sending fake or reused slips	A customer keeps sending fake or reused slips
A payment-gateway (QR) deposit that never settles	A payment-gateway deposit is stuck
A Stranded tag, or Stranded — alleged transfer, never credited	A deposit is marked "Stranded"
The customer asks why they were told to pay a private person	The customer was told to pay a stranger's personal account
A genuine deposit was rejected	A genuine deposit was rejected by mistake
The matched withdrawal is no longer available — release or refund this deposit instead	Approving fails: the matched withdrawal is no longer available
The customer wants an amount you don't offer, or sent an odd amount	The customer wants an amount you don't offer
Slip score alerts lists deposits that settled fine	Slip score alerts flag deposits that settled fine
A Split deposits row with no approve button	A split deposit you can't approve

Before you start: the deposit page

Almost every entry below starts on the deposit's own page, Deposit reservation. Open it from Transactions → the deposit's row → Open. It shows three things you will use again and again:

• The status, shown at the top as a single word: "ACTIVE" (the customer has not said they paid yet), "CONFIRMED" (the customer said they paid), "EXPIRED" (the payment window closed before they said they paid) or "RELEASED" (closed by a reject, a cancellation or a release).
• The Deposit flow, with the step it is stuck on and, under Available actions, the buttons your role may use to fix it.
• The Slip verification attempts: every slip uploaded for this deposit and what the check found.

A deposit that has already been credited still reads "CONFIRMED". To tell whether it is finished, look at the Settled step of the flow: Done means the customer has been credited.

The customer paid after the payment window closed, and the deposit shows as expired

Owner Operator Branch operator

What you see. The deposit's status reads "EXPIRED". The customer has a slip and says they transferred after the time ran out. The deposit page shows a panel, Customer paid late? Upload the slip.

Why it happens. Each deposit holds its bank account for a short payment window (between 5 and 30 minutes; 5 unless it was changed, which your Owner can do under Matching & routing). If the customer has not told the checkout they paid by then, the deposit expires, and an expired deposit cannot be reopened. Uploading a late slip creates a new deposit copied from the expired one and parks it for your review. Nothing checks a late slip until you ask for it, so you send it through the automatic check before you think about approving. If the customer had already told the checkout they paid before the window closed, the deposit stays "CONFIRMED", not "EXPIRED", and takes a slip the normal way.

What to do

1. Find the deposit and open it (see A customer says they paid, but you can't find the deposit).
2. Check the status. If it reads "CONFIRMED", this is not a late slip: upload the slip in Upload proof slip for the customer instead (The customer paid but can't upload the slip).
3. If it reads "EXPIRED", make sure you have the right image, then add it in Customer paid late? Upload the slip:
   • Safest: paste it (Ctrl+V, or Cmd+V on a Mac) or drag it onto the panel. You see a preview. Press Upload this slip only when it is the right slip.
   • Pressing Upload late slip and choosing a file sends it straight away, with no preview.
4. When you see Slip received, press Open the new deposit for review.
5. Run the automatic check first. Go to Slip review → the new deposit's row → Re-scan QR & verify → Re-verify. If it ends with Verified & settled, you are done.
6. Only if the check cannot read the slip, and you have seen with your own eyes that it shows the reserved amount paid to the account on the deposit: press Approve & credit, tick I verified the slip shows the reserved amount was paid to the correct destination, and confirm.
7. If you see The matched withdrawal has already been fulfilled and can't absorb this late payment. Reconcile off-platform., P2P cannot credit this payment. Stop and contact platform support.

Who to ask. Platform support, when the matched withdrawal has already been paid out, or when the deposit reads "RELEASED" instead of "EXPIRED". A released deposit cannot be recovered in the portal.

The customer transferred MORE than the amount they reserved

Owner Operator Branch operator

What you see. The slip waits in Slip review under Direct deposits with three buttons: Approve (as Over), Approve (as Reserve) and Reject. The deposit page says The slip amount exceeds the reserved cap — credit the full amount paid, or credit only the reserved amount..

Why it happens. A slip up to 5% over the reserved amount is accepted automatically, with no review. Anything more than 5% over waits for you. Both approve buttons settle the deposit and credit the customer the reserved amount only. The extra is never credited in P2P. The two buttons differ only in what they record: Approve (as Over) says you accept the over-payment, Approve (as Reserve) says you do not endorse it. The note on the deposit page says one choice credits "the full amount paid"; it does not, and neither does the other. The extra money is with whoever received the transfer: your own (or your branch's) account, or, for a P2P deposit, the withdrawer who was paid.

What to do

1. Go to Slip review → Direct deposits → the row → Details. Compare Expected amount with Slip amount.
2. Press Approve (as Reserve), or Approve (as Over) if your policy accepts over-payments. Either way the customer is credited the reserved amount.
3. In the dialog, check Reserved amount, Slip amount and Excess (not credited), and compare the receiver account on the slip with the deposit's account. Tick I have verified the slip's receiver account matches the assigned destination account.. Approve (as Over) also asks you to tick I understand the fraud risk and confirm our system will credit only the matched amount and reconcile the excess..
4. Press Confirm.
5. In your own system, credit the customer the reserved amount only. Settle the extra with the customer outside P2P.

Who to ask. Platform support, if the extra has to be recovered from the withdrawer on a P2P deposit. P2P keeps no balance for the extra, so it cannot be moved in the portal.

The customer transferred LESS than the amount they reserved

Owner Operator Viewer Branch operator Branch viewer

What you see. The customer says their credit is short. The deposit settled on its own, without a review. The deposit page's flow shows the note Under-paid, and the Parsed amount in the attempt log is below the deposit's Amount.

Why it happens. An under-payment is not stopped. The deposit settles at the amount actually transferred, and the customer is credited that smaller amount. For a P2P deposit, the withdrawer is counted as paid the smaller amount too. The shortfall is added to the customer's Deposit conduct as Paid under the amount.

What to do

1. Find the deposit and press Open.
2. In Slip verification attempts, compare Amount with Parsed amount.
3. Tell the customer they were credited exactly what they sent. To add the rest, they make a new deposit for one of the standard amounts.
4. If it keeps happening with this customer, open Users → the customer and look at Deposit conduct.

Who to ask. Nobody, normally. Platform support if the amount read from the slip looks wrong.

A customer says they paid, but you can't find the deposit

Owner Operator Viewer Branch operator Branch viewer

What you see. The customer insists they deposited. Transactions shows nothing for them, or you pasted an ID into the search and got an empty list.

Why it happens. The Transactions list hides finished deposits that left no trace, such as abandoned checkouts, because there are so many of them. They appear only while something is typed in Search, labelled Expired — no payment record. The search looks at four things only: your merchant user ID (the start of it is enough), and the full P2P user ID, your merchant order ID or the idempotency key (these must match exactly). It does not look at deposit or transaction IDs, so pasting one of those finds nothing. And if the same person is also a customer of another merchant, that merchant holds a separate record, so a deposit made through the other brand is not yours to see.

What to do

1. In Transactions, type into Search the merchant order ID your system sent when it created the checkout. No order ID? Use the idempotency key or the customer's merchant user ID.
2. Set Type to All types and the date to All time, so no filter hides the row.
3. Press Open on the deposit's row. It opens the deposit page, Deposit reservation.
4. Read the status, the Available actions and the Slip verification attempts, then go to the matching entry in this chapter.
5. If you only have the deposit's ID, open it directly: put it at the end of the address /merchant/reservations/ in your browser. Any staff role can open that page.
6. Still nothing? Check Users to confirm the person is your customer. If they paid through another brand, that merchant has the record.

Who to ask. Branch staff: your merchant-level staff. Everyone else: platform support, quoting the merchant order ID, the customer's merchant user ID and the time of the transfer.

The customer paid but can't upload the slip, or is told uploads are locked

Owner Operator Branch operator

What you see. The customer closed the checkout and can't get back to it, their upload was refused, or they were told their uploads are locked after repeated mismatches. The checkout sends a picture the moment it is chosen, so a wrong picture picked by mistake counts as an attempt.

Why it happens. After repeated wrong slips (three by default) the customer's own uploads lock, and the deposit goes to Slip review. You can upload on the customer's behalf, and your upload goes through the same check. Your uploads are not affected by the customer's lock, but they are refused while a review is open. A locked deposit always has one, so for you it shows as already in review. A deposit accepts at most 20 slips in total, and a rejected deposit accepts none.

What to do

1. Find the deposit and open it (see A customer says they paid, but you can't find the deposit).
2. If the status reads "ACTIVE", read the yellow warning in the panel first. Uploading marks the deposit as paid on the customer's behalf, and after that they can no longer cancel it themselves.
3. In Upload proof slip for the customer, paste the slip (Ctrl+V, or Cmd+V on a Mac) or drag it in, check the preview, and press Upload this slip. Pressing Upload slip and choosing a file sends it at once, with no preview. JPEG, PNG and WEBP pictures work, and large pictures are shrunk to fit 5 MB for you. An iPhone HEIC photo may be refused; export it as JPEG, or take a screenshot of it, and try again.
4. If you see This deposit is already in review. Approve, reject or re-verify it there — another upload can't be verified while a review is open., go to Slip review and decide it there. You will see this for a deposit the customer locked.
5. Watch Slip verification attempts on the same page for the result.

Who to ask. Platform support, if the upload is accepted but nothing moves (A slip has been "verifying" for a long time), or if the deposit was rejected and the customer proves they paid (A genuine deposit was rejected by mistake).

The slip's QR code couldn't be read

Owner Operator Branch operator

What you see. The deposit waits in Slip review, and the deposit page says The slip QR couldn't be read — re-run verification..

Why it happens. P2P's own reader could not find the QR code in the picture: a blurry photo, a crop that cut the code off, or a photo of a screen. The slip was never sent to the checking service. Re-verifying runs the real check again with a clearer picture or the QR text. It credits nothing by itself.

What to do

1. Go to Slip review → Direct deposits → the row → Re-scan QR & verify.
2. The dialog scans the existing picture. If it says Could not decode a QR code automatically. You can still upload a clearer photo or paste the QR value manually below., add a clearer picture under Upload a clearer photo (optional) (you can paste it with Ctrl+V or Cmd+V), or paste the QR text into QR value (optional — only if auto-scan failed).
3. Press Re-verify. The row shows Re-verifying…, then either Verified & settled or Still needs review with the reason.
4. Only if the check still cannot read it, and you have seen that the slip shows the reserved amount paid to the account on the deposit: press Approve & credit, tick I verified the slip shows the reserved amount was paid to the correct destination, and press Approve & credit.

Who to ask. Platform support, if it stays on Re-verifying… for more than a few minutes (A slip has been "verifying" for a long time).

A slip has been "verifying" or sitting in review for a long time

Owner Operator Branch operator

What you see. A Transactions row reads Deposit verifying for a long time, or a Slip review row does not move. The deposit page's flow may say it is waiting.

Why it happens. Several different causes look the same from the outside:

• The slip needs a person to decide.
• The checking service failed or timed out. You can run it again.
• The checking service is switched off or set up wrongly for your account. The deposit page says The slip provider is halted or misconfigured — waiting..
• The slip passed the check, but the credit never landed. The deposit page says The slip is verified but not yet settled — waiting..
• Someone else, usually platform staff, has the review open, so it is hidden from your list.

What to do

1. On Transactions, press Review on the row (it appears only when a review is open). Or go to Slip review and use Find a slip.
2. Press Details and read Why this slip needs review. Then approve, reject, or press Re-scan QR & verify (for a check that failed or timed out, or an unreadable QR).
3. If the deposit page says the slip is verified but not settled, or a release is refused because the slip was verified as paid, don't release it. Contact platform support with the deposit's Reservation ID.
4. If it says the checking service is halted, nothing you do will help. Contact platform support.
5. If a release dialog says Another reviewer has already opened this slip, so it won't appear in your Slip review list until they finish or step away., contact platform support.

Who to ask. Platform support, for a halted checking service, a slip verified but not settled, and anything still stuck after a re-verify.

The customer can't start a new deposit: "You already have a deposit in progress"

Owner Operator Branch operator

What you see. The customer's checkout says You already have a deposit in progress. Either they never paid the earlier deposit, or they paid it and have not uploaded the slip.

Why it happens. A customer can have only one open deposit with you at a time, so one transfer can never tie up two withdrawers. A deposit the customer has not confirmed yet can be cancelled by them, or it expires on its own at the end of its window. Once they have said they paid, a slip or a staff action normally closes it, although it stops blocking new deposits on its own about 60 minutes after its window (a payment-gateway deposit: at the window). If the platform has switched on automatic clean-up, a confirmed P2P deposit is also released on its own soon after its window, unless a slip for it has been accepted or is still being checked, and a released deposit can no longer take a late slip. On Transactions, the earlier deposit shows as Deposit pending (not confirmed yet), Awaiting payment (confirmed, no slip yet) or Deposit verifying (a slip was uploaded).

What to do

1. Find the earlier deposit and open it (see A customer says they paid, but you can't find the deposit).
2. They paid: the customer presses I have transferred — upload my slip on the checkout, or you upload it for them (The customer paid but can't upload the slip).
3. Not confirmed and not paid: the customer ticks I confirm I have not transferred any money for this deposit. and presses Cancel that deposit and continue. Or wait for it to expire (5 to 30 minutes).
4. Confirmed, but no slip will ever come: after the window closes, open the deposit and press Release hold. Or simply wait; it stops blocking about 60 minutes after the window. (For a payment-gateway deposit, see A payment-gateway deposit never settles.)
5. A P2P deposit tying up a withdrawal: you can free it at once, even inside the window. Go to Withdrawals → the withdrawal → Fulfill → Funding deposits → Release stuck deposit. While the payment window is still open, the dialog asks you to tick I have established that this depositor has not transferred and is not going to. and fill in How do you know?. Then press Confirm release. (If it fails with "not found", the deposit belongs to another merchant: see A deposit is marked "Stranded".)

Who to ask. A platform admin decides cancellation requests and any forced release.

The customer paid an account saved from an earlier deposit, and no deposit exists for this payment

Owner Operator Branch operator

What you see. Money arrived in one of your (or your branch's) bank accounts. The customer has a slip, but no deposit points at it. They paid an account number saved from an earlier deposit instead of the one shown this time.

Why it happens. Every deposit is given its own account to pay, so paying an old one leaves a transfer with no deposit. Register a transfer lets you attach it: you choose the customer and the account that received the money, and the normal slip check then decides. There is no approve button. Only your own and your branches' accounts qualify. If the saved account belonged to a private person (a withdrawer from an earlier P2P deposit), the money went to that person, never reached P2P, and cannot be registered.

What to do

1. Open Register a transfer.
2. Customer: search by customer ID or name, and pick the customer.
3. Account that received the money: pick the exact account the slip shows.
4. Amount on the slip: it must be one of the standard amounts. Attach the Proof slip (choose a file; pasting does not work on this page), and add a note.
5. Press Register transfer. Transfer registered means the slip is being checked, and the customer is credited automatically if it passes. Press View the deposit to follow it.
6. If you are told This customer has an expired deposit to the same account. Use the late-slip upload on that deposit instead, so the two records stay linked., this customer has an expired deposit to the same account from the last 90 days. It may not be the deposit this transfer was for. Find it first (A customer says they paid, but you can't find the deposit) and check that its amount matches the slip and that it expired shortly before the transfer. Only then follow The customer paid after the payment window closed. If it does not match, don't attach the slip to it; ask platform support.
7. If you are told This customer already has a deposit in progress. Upload the slip onto that deposit instead of creating a second one., do not follow that advice unless the slip's receiver is exactly the account on that open deposit. It almost never is. Close the open deposit first instead: the customer can cancel it if they never paid it, it expires on its own, or, if it is confirmed, it stops blocking about 60 minutes after its window or you release it (The customer can't start a new deposit). Then register the transfer.
8. Transfers to a withdrawer's personal account, to a payment-gateway account or to a retired or unverified account, and non-standard amounts, cannot be registered at all. Read the message, then settle it outside P2P or ask platform support.

Who to ask. Platform support, for transfers into platform or reseller accounts, or when a registration stays unchecked. Branch staff: your merchant-level staff, when the customer paid your merchant's account.

The slip was already used, or the same transfer was sent twice

Owner Operator Branch operator

What you see. One of two things.

• The exact same picture as one that already settled another deposit: the deposit page says This slip image already settled another deposit - approving would credit one transfer twice. Resolve the other settlement first..
• A re-cropped picture or a new screenshot of a transfer that was already used: the attempt log's Provider code reads DUPLICATE_TRAN_REF, there is no duplicate note, and a yellow banner, This slip failed automatic verification and needs manual review., links to Slip review. Following it only shows This slip was decided automatically and has no review to act on. It will not appear in the review list..

In both cases the deposit does not settle, and at first nothing waits in Slip review.

Why it happens. P2P runs two checks. One catches an identical picture; the other catches the same bank reference, which is what finds a re-cropped copy of one transfer. Neither creates a review on its own, so there is nothing to approve, and approving the identical picture is refused outright. The deposit stays open so the correct slip can still be uploaded. Each duplicate the customer uploads counts as one of their wrong slips, so after three (by default) their uploads lock and the deposit does appear in Slip review. If the customer simply stops uploading, it also appears there on its own about an hour after their last upload, once the payment window has closed. It is still a duplicate there. A reused picture also counts against the customer's Deposit conduct.

What to do

1. Open the deposit and read the note on the flow and the Slip verification attempts. Ignore the yellow banner in the second case.
2. Ask the customer whether they really made a second, separate transfer.
3. If they did, upload that transfer's slip. The customer can, or you can in Upload proof slip for the customer.
4. If they did not, close the deposit:
   • A P2P deposit holding a withdrawal: Withdrawals → the withdrawal → Fulfill → Funding deposits → Release stuck deposit.
   • Any deposit: on Transactions its row reads Deposit verifying. Press Request cancellation, give a reason of at least 10 characters, and press Submit request. A platform admin decides.
   • If the deposit is already in Slip review, press Reject there with the reason Duplicate slip instead. A cancellation request is refused while a review is open.
   • Release hold is not offered on the deposit page once a slip has been uploaded.
5. If the reuse looks deliberate, see A customer keeps sending fake or reused slips.

Who to ask. Platform support, if the customer insists that the earlier settlement is the wrong one.

The slip shows the money went to a different account than the one on the deposit

Owner Operator Branch operator

What you see. The attempt log's Provider code reads WRONG_DESTINATION or SCORE_BELOW_PASS. Until the customer's uploads lock (after three wrong slips by default), the deposit is not in Slip review: it waits for a correct slip, and the yellow banner on the deposit page leads only to This slip was decided automatically and has no review to act on. It will not appear in the review list.. After the lock, or about an hour after the customer's last upload once the payment window has closed, it appears in Slip review with The slip was paid to a different account than the assigned destination. or The receiver account on the slip could not be confirmed as the assigned destination..

Why it happens. The customer paid another account, often one saved from an earlier deposit. Each wrong-account slip counts as a strike, and the deposit stays open for a correct slip until the lock, when it goes to review. Checking the same slip again cannot change the answer, so re-verify is not offered. The check has already recorded this transfer's bank reference, so the same transfer can never pass on any other deposit, and it cannot be registered later either.

What to do

1. Open the deposit and read the Slip verification attempts.
2. Not in Slip review yet: if the customer has a slip for a transfer to the deposit's own account, upload it (The customer paid but can't upload the slip). If they never paid the right account, wait for it to reach Slip review, or press Request cancellation on its Transactions row.
3. In Slip review: Slip review → the row → Details. Compare the receiver on the slip with the account on the deposit.
4. If the deposit's account belongs to a withdrawer (a private person) and the customer paid someone else, that withdrawer received nothing. Press Reject with the reason Wrong destination account. The customer must recover the money from whoever they paid.
5. If the customer paid one of your own or your branches' accounts, don't approve and don't reject. Ask platform support to reconcile it.
6. If the receiver details on the slip are only masked or unreadable, and you are certain the money went to the account on the deposit, you may press Approve & credit and tick I verified the slip shows the reserved amount was paid to the correct destination.

Who to ask. Platform support, with the deposit's Reservation ID and the account that actually received the money.

A customer keeps sending fake or reused slips, and you want to stop them

Owner Operator Branch operator

What you see. Repeated rejected or duplicate slips from one customer, a flag in their Deposit conduct on Users, or a slip you believe is forged.

Why it happens. Every reject needs a reason, and it becomes part of the customer's Deposit conduct. After a reject goes through, you are offered a separate, deliberate step: Also block this customer?. A block made by merchant-level staff covers your whole business; a block made by branch staff covers only that branch. Blocking takes effect only when the platform has switched it on. Otherwise it is recorded, and the screen says so.

What to do

1. In Slip review, press Reject on the row. In Reject slip, choose a Reason (for example Forged slip, Duplicate slip or No transfer received), add a note, and press Reject.
2. In Also block this customer?, choose a Reason (filled in for you only when the reject reason justifies a block), add a note, press Block customer, and confirm the browser's prompt. Or press Not now.
3. Read the result. Enforced: while blocked, this customer cannot deposit or withdraw with you. means the block is live. Recorded, not yet enforced. Blocking is switched off platform-wide, so this customer can still transact until it is turned on. means it is only recorded for now.
4. You can also block later from Users → the customer → Block customer, and undo it with Lift block.

Who to ask. A platform admin, for a freeze across all of P2P or to mark a customer as fraud.

A payment-gateway (QR) deposit never settles

Owner Operator Branch operator

What you see. The customer paid through the gateway's QR code, but the deposit has not settled. On Transactions the row reads Awaiting payment with the tag Awaiting gateway. The customer cannot find anywhere to upload a slip that settles it. (That tag appears on every confirmed deposit still waiting for its slip, not only gateway ones. On the deposit page, a gateway deposit's upload panel says The gateway hasn't confirmed this deposit. If the customer has already transferred, upload their payment slip here to settle it manually — possible once the gateway window has closed..)

Why it happens. A gateway deposit settles when the gateway reports the payment back to P2P. If that report never arrives, you can upload the customer's slip instead, but only after the payment window has closed. The customer cannot do this themselves. Where the platform allows it, they can attach a picture of their slip on the checkout, but that picture is only kept for the gateway's support and never settles the deposit. Only a slip a member of staff uploads in the panel below is checked. Release hold appears only once the gateway reports the payment as failed or cancelled, and releasing asks the gateway again first.

What to do

1. Open the deposit. Wait until the payment window has closed; before that you get The gateway window hasn't expired yet. Please wait and try again in a moment..
2. In Upload proof slip for the customer, add the customer's slip (paste or drag it in to see a preview first, or press Upload slip to send a file at once). It is checked against the gateway's account and amount.
3. If you get Manual slip upload is not enabled on this merchant., this fallback is switched off. Contact platform support.
4. Only if the customer did not pay: press Release hold in the flow (The gateway never confirmed this deposit — release the hold.). If the gateway reports the payment as successful, still pending or unreachable, the release is refused; ask a platform admin.
5. Afterwards, on Gateway reconcile, check each deposit credited by slip with the gateway provider, then press Confirm or Flag. This only keeps a record; no money moves. Customer attachments lists pictures customers attached on the checkout, which you can forward to the gateway's support.

Who to ask. A platform admin, for a forced release (the gateway still says pending or cannot be reached), when the fallback is switched off, or when the gateway itself needs chasing.

A deposit is marked "Stranded", or a withdrawal is held by a deposit that never paid

Owner Operator Branch operator

What you see. One of three things:

• A Stranded tag on a Transactions row (Confirmed but past its payment window — open it to release the hold.).
• A row reading Stranded — alleged transfer, never credited.
• A withdrawal's Funding deposits lists a deposit that is holding it.

Why it happens. These are three different situations.

1. The tag marks a confirmed deposit into your own, a branch's, a platform or a gateway account that is past its window and has not settled. It holds no withdrawal, but it stays open and blocks the customer's next deposit for up to about an hour. P2P deposits never get this tag.
2. A P2P deposit stuck the same way holds its matched withdrawal. It shows in that withdrawal's Funding deposits.
3. Stranded — alleged transfer, never credited is a closed (expired or released) deposit with some sign that the customer paid, such as an uploaded slip. The customer may be out of pocket.

What to do

1. Press Open and read the flow on the deposit page.
2. The tag: if no slip is being checked and you are satisfied the customer will not pay, press Release hold. The dialog explains anything that blocks it. A slip still being checked means: resolve it in Slip review. A slip verified as paid, or a gateway that reports success, means: do not release, contact platform support.
3. The closed row with a sign of payment: if the deposit reads "EXPIRED", use the late slip (The customer paid after the payment window closed). If it reads "RELEASED" and the customer proves they paid, contact platform support; it cannot be recovered in the portal.
4. A P2P deposit holding a withdrawal: Withdrawals → the withdrawal → Fulfill → Funding deposits → Release stuck deposit → Confirm release (or Keep waiting).
5. If the funding deposit belongs to another merchant (your matching pools let another merchant's customer pay your withdrawer), Release stuck deposit fails with a message that the deposit was "not found", for every role. It does exist. Contact platform support.

Who to ask. Platform support, for a slip verified but not settled, a gateway that reports success, a released deposit the customer proves they paid, and a funding deposit that belongs to another merchant.

The customer was told to pay a stranger's personal account. Is that right?

Owner Operator Viewer Branch operator Branch viewer

What you see. The customer asks why the payment details show a private person's name and account, or says that person claims they never received the money.

Why it happens. This is normal P2P. P2P never holds money, so a deposit is often paid bank to bank straight to a withdrawer: another customer who is taking money out. When your matching pools allow it, that person may be another merchant's customer. The account changes on every deposit. Only a verified slip settles the deposit, and the check confirms who received the money.

What to do

1. Explain that the account shown is for this deposit only, and must not be saved or reused.
2. If the customer paid and uploaded the slip, open the deposit. If the flow's Settled step is Done, the verified slip is the proof, whatever the receiver says.
3. If the receiver disputes a settled transfer, or actions on the matched withdrawal say it cannot be found (it belongs to another merchant), contact platform support with the deposit's Reservation ID.
4. If the customer reused a private person's account from an earlier deposit, it cannot be credited or registered. They must recover the money from that person (The customer paid an account saved from an earlier deposit).

Who to ask. Platform support, for disputes with another merchant's customer.

A genuine deposit was rejected by mistake

Owner Operator Branch operator

What you see. Someone pressed Reject on a slip (for example an unreadable QR), and the customer then proves they paid. Transactions shows Deposit rejected, the deposit reads "RELEASED", and every new upload for it is refused.

Why it happens. Reject is final. It closes the deposit and, for a P2P deposit, frees the matched withdrawal for other depositors. A closed deposit accepts no more slips, and the late-slip route works only on expired deposits. Nothing in the portal can credit it afterwards.

What to do

1. Confirm the payment from the slip: the amount, and that the receiver is the account on the deposit.
2. Don't open a new deposit and upload the old slip onto it. It is checked against a different account and uses up the transfer's bank reference.
3. Contact platform support with the deposit's Reservation ID and the slip, so it can be settled outside the portal.

Who to ask. Platform support.

Approving a P2P deposit fails: "The matched withdrawal is no longer available"

Owner Operator Branch operator

What you see. In Slip review, Approve & credit fails with The matched withdrawal is no longer available — release or refund this deposit instead. The customer has a genuine slip showing they paid the person on the deposit.

Why it happens. A P2P deposit settles by paying into its matched withdrawal. If that withdrawal has since been filled by other deposits, paid directly by staff, cancelled or closed early, it cannot take this payment, and the deposit cannot settle. The customer's money is with the withdrawer, not with P2P. The message's advice to "release or refund" is misleading: releasing credits nobody and closes the deposit for good, and P2P holds nothing to refund.

What to do

1. Open the deposit and note its Reservation ID, the Matched order's Order ID, and the bank reference on the slip.
2. Don't release or reject the deposit.
3. Contact platform support with those three details and the slip. They decide how the customer is made whole.

Who to ask. Platform support.

The customer wants to deposit an amount you don't offer, or transferred an odd amount

Owner Operator Viewer Branch operator Branch viewer

What you see. The customer can't find their amount in the list (for example ฿750), or they transferred a non-standard amount.

Why it happens. Deposits come only in fixed amounts, from ฿100 up to ฿50,000, and you may offer fewer of them. A customer can have only one open deposit at a time, so making up a larger amount means doing deposits one after another. An odd amount paid against a deposit is accepted automatically if it is no more than 5% over; more than that becomes an over-payment review (The customer transferred more), and anything under is an under-payment (The customer transferred less). An odd amount sent with no deposit at all cannot be registered.

What to do

1. Explain the fixed amounts. The customer makes standard-amount deposits one at a time, each paid and verified before the next: for example ฿500, then ฿200, then ฿100 for ฿800, or ฿800 if you offer it.
2. To offer a missing amount (Owner only): Settings → Matching & routing → Order amounts → select the amount → Save amounts.
3. Already transferred an odd amount against a deposit? Follow more or less.
4. Already transferred an odd amount with no deposit? Register a transfer refuses it (That amount is not one of the standard denominations, so it cannot be recorded as a deposit. Reconcile this transfer outside the platform.). Settle it outside P2P.

Who to ask. Branch staff: your merchant's Owner. A platform admin, to change the platform-wide list.

"Slip score alerts" flags deposits that settled fine

Owner Operator

What you see. Slip score alerts lists many deposits with Sender or Recv name mismatch tags, often ones that settled normally.

Why it happens. The scorer notes field-by-field signals for a person to look at. They are never enforced and settle nothing. Slips that say nothing about the sender used to be scored as a sender mismatch, so many flags, especially older ones, are noise.

What to do

1. In Slip score alerts, set Show: to For review, then press Review to open Finding detail.
2. Read Field checks and Score breakdown. Sender not evaluated — no expected sender on file is not a mismatch.
3. Press View reservation to check the deposit itself.
4. Record your judgement with Mark reviewed, with a note if you like. For a real pattern of fraud, act through A customer keeps sending fake or reused slips.

Who to ask. Platform support, if a pattern looks like organised fraud.

A "split deposit" you can't approve, or that a branch can't see at all

Owner Operator

What you see. Merchant-level staff see a row under Split deposits with only Re-scan QR & verify and Reject, and no approve button. Branch staff see this note instead: Split deposits are reviewed by the main merchant account. These payments are not recorded against any single sub-merchant, so they cannot be shown here. Nothing is missing from your queue — direct deposits above are the ones you review.

Why it happens. Split deposits use an older mechanism funded from the platform's side. They carry no branch, so they cannot be shown to a branch. You may reject or re-verify them, but only a platform admin can credit one. For customers your own system signs up, they are rare.

What to do

1. Slip review → Split deposits → Details. Press Re-scan QR & verify if the QR could not be read, or Reject if the slip is wrong.
2. To cancel a stuck one: Transactions → its Deposit verifying row → Request cancellation → give a reason of at least 10 characters → Submit request. A platform admin decides.
3. If the slip is valid and the customer needs crediting, you don't need to send anything: a split deposit in Split deposits is already in P2P's review queue, and a platform admin credits it there. Contact P2P platform support only to chase one that has waited too long.

Who to ask. P2P platform support, only to chase a split deposit nobody has credited.

When you pay a withdrawal yourself, the money leaves your own bank account or payment gateway. P2P never holds or moves money, so it cannot pull a transfer back. Most problems in this chapter are one of two things: a customer who gets paid twice, or a withdrawal that is stuck and will not close.

Find what you see in the table below, then go to that entry. Every entry has the same shape: what you see, why it happens, what to do, what sub-merchant staff can do, what not to do, and who to ask.

Find your situation

What you see	Go to
You are about to transfer a withdrawal by hand	Close it before you pay
The fulfil page shows Not safe to pay yet	Close it before you pay
The fulfil page already shows Reopen to matching, but you never closed it	Someone else closed it
You closed a withdrawal, decided not to pay, and now Cancel or Close at filled is refused	Your own close is blocking it
The amount you can transfer changed, or you recorded the wrong amount, or paid the wrong account	You recorded or paid the wrong thing
Pay from gateway says the withdrawal is settled, but it is still in the queue, or no gateway is available	Paying from your gateway
Cancel is refused because the withdrawal "has already started filling", but nothing has been paid	A deposit is holding the withdrawal
Transfer this amount now is smaller than Remaining	A deposit is holding the withdrawal
The customer will accept part of the money and you want to close the rest	Close at the amount already paid
A withdrawal under Closed early that nobody on your team closed	Close at the amount already paid
A sub-merchant's withdrawal is refused when it is created, or is never matched	Withdraw allowance
Withdrawals are refused after balance checks were switched on, or show Insufficient balance	Balance checks
A customer says they never received their withdrawal	Customer says they were not paid
Alleged transfer on the funding list, or two withdrawals for the same customer	Possibly paid twice

Paying a withdrawal yourself

I'm about to transfer a withdrawal by hand. How do I stop a deposit paying the same customer?

Owner Operator Branch operator

This is the most important check in this manual. Do it every time you pay a withdrawal by hand.

What you see. On the withdrawal's fulfil page, above the payment form, an amber panel reads Not safe to pay yet. Under it is a line such as This withdrawal is still open to new deposits. Close it before you transfer. or Deposits are still settling against this withdrawal., and a Close to new deposits button. At the bottom it says A warning, not a block — you can still record a fulfilment. Paying while a deposit settles can pay the customer twice.

Why it happens. A withdrawal stays open to new deposits until it is fully paid. If you read the amount, go to your banking app, and a depositor is matched to the same withdrawal in the meantime, your customer receives your transfer and the depositor's transfer. Close to new deposits stops new deposits being matched while you pay. It cannot stop a deposit that was already on its way, so the page makes you wait 30 seconds and lists anything still settling. The panel only warns: the payment form is never blocked, so doing things in the safe order is up to you.

What to do

1. Go to Withdrawals → Pending → your withdrawal → Fulfill.
2. Before you press anything, read the button in the panel. If it already reads Reopen to matching and you did not close it yourself, a colleague has closed it and may be paying it right now. Stop and go to Someone else closed it.
3. Press Close to new deposits. If an error says there is "no unreserved capacity to close", every baht of the withdrawal is being held by deposits still on their way. Deal with those first: A deposit is holding the withdrawal.
4. Wait for the countdown to finish. It reads "Wait 30s for anything already in flight to land." and counts down.
5. If a Still settling list appears, do not transfer yet. Those depositors may still pay your customer. Wait until the list is empty. Each deposit that lands moves into Already filled. If one never lands, see A deposit is holding the withdrawal.
6. When the panel turns green and reads Closed to new deposits — safe to pay, transfer exactly the Transfer this amount now figure. Do not use Remaining. Send it to the Bank, Account holder and Account number shown at the top of the page.
7. Transfer within 15 minutes of pressing Close to new deposits. After about 15 minutes the withdrawal reopens to new deposits by itself. If you took longer, read the panel again before you record. If it is amber and lists deposits under Still settling, go to You recorded or paid the wrong thing before recording. If it is amber only because the button reads Close to new deposits again, press it before you record.
8. Record the payment: How was this paid? → Bank slip → Click to upload transfer slip → type the amount you actually sent in Amount to fulfill (THB) → Submit fulfillment. If you record less than the full amount, the withdrawal reopens to new deposits the moment you submit, so close it again before you pay any more of it. The green box after you submit says the withdrawal is settled even when you recorded only part of it. Check Remaining in the queue.
9. If you decide not to pay after all, press Reopen to matching so deposits can be matched to it again. While it is closed, Cancel and Close at filled in the queue are refused (Your own close is blocking it).

Who to ask. If a deposit stays under Still settling long after its payment window has ended, contact P2P platform support and quote its ID (use the copy button next to it).

The page says it's safe to pay, but I didn't close it

Owner Operator Branch operator

What you see. You open a withdrawal's fulfil page and the panel already reads Closed to new deposits — safe to pay (or is amber with a countdown), and the button reads Reopen to matching. You never pressed Close to new deposits. Nothing on the page says who closed it.

Why it happens. A withdrawal is closed for everyone, not for one person, and the page does not show who closed it. A colleague who closed it may be in their banking app right now. Anyone who can pay withdrawals can press Reopen to matching, including on a colleague's close, and that lets deposits be matched again in the middle of their transfer. Nothing stops two people each transferring money for the same withdrawal. P2P only refuses the second record once the first has used up the amount, and by then both transfers have left your bank.

What to do

1. Stop. Don't transfer, and don't press Reopen to matching.
2. Ask your team who is paying this withdrawal. The Withdrawals queue does not show it either.
3. If a colleague is paying it, leave it to them. When they record it, the Funding deposits list shows a Staff fulfillment row.
4. If nobody claims it, wait. A close ends by itself about 15 minutes after it was made. Reload the page, and when the button reads Close to new deposits again, start from step 1 of Close it before you pay.

Who to ask. Your team lead. If money has gone out twice, P2P platform support with the withdrawal ID.

I closed a withdrawal, then decided not to pay, and now Cancel says it "has already started filling"

Owner Operator Branch operator

What you see. After you pressed Close to new deposits on the fulfil page, Cancel in the queue returns This withdrawal has already started filling — use "Close at filled" instead of cancelling. On a part-paid withdrawal, Close at filled returns Couldn't close this withdrawal — it may have an in-flight deposit. Try again shortly. The Funding deposits list shows nothing pending.

Why it happens. Closing a withdrawal to new deposits works by holding its unpaid amount, the same way a deposit on its way holds it. Cancel and close-at-filled both refuse while anything holds the withdrawal, and they count your own close as a hold. So the message talks about deposits, but the thing blocking you is your close. It ends by itself after about 15 minutes.

What to do

1. Open the withdrawal's fulfil page (Withdrawals → Fulfill).
2. If the button reads Reopen to matching, check that no colleague is paying it (Someone else closed it), then press Reopen to matching.
3. Go back to Withdrawals and press Cancel again, or Close at filled on a part-paid withdrawal.

Who to ask. P2P platform support, if Cancel is still refused when the button reads Close to new deposits and nothing is pending under Funding deposits.

I recorded a different amount from what I transferred, or I sent it to the wrong account

Owner Operator Branch operator

What you see. When you submit, an amber box under the amount field reads The amount you can transfer changed. Or, after submitting, you notice the recorded amount does not match your bank transfer, or that you mistyped the account number in your banking app.

Why it happens. The Transfer this amount now figure is re-read every few seconds. If you leave the amount blank, the page records its own figure, which may have changed while you were at your bank. Nothing checks the amount you type against the slip picture. Uploading the same slip image again for the same withdrawal records nothing new, yet the page still says Fulfillment submitted. Recording only part of a withdrawal also reopens it to new deposits. No screen in your portal can undo a recorded payment, and P2P cannot recall a bank transfer.

What to do

1. Before you submit: if The amount you can transfer changed appears, press the "I transferred ฿…" button only if that figure is exactly what you sent. Otherwise type the real figure in Amount to fulfill (THB).
2. Always type the amount you actually sent. Don't leave the field blank.
3. You sent more than Transfer this amount now. The page refuses a larger figure (Amount exceeds what can be paid right now.). Look at the panel first. If the difference is held by a deposit under Still settling, that depositor may pay your customer the same money. Contact them at once. Only if they have not paid and will not, release their deposit (A deposit is holding the withdrawal), press Close to new deposits so no new depositor takes that amount, and then record the full amount you sent. If they have already paid, or nothing is holding the difference, record the amount the page accepts and recover the extra from the customer directly.
4. You recorded less than you sent. Reload the fulfil page and press Close to new deposits at once, because recording part of it reopened it to deposits. If a Still settling list appears, stop: a depositor may be paying your customer the same money. Contact P2P platform support. Otherwise record a second payment for the difference. Uploading the same slip again records nothing, so choose No slip, type the difference in Amount to fulfill (THB), and write a Bypass reason that refers to the first record.
5. You sent it to the wrong account. Don't record it: your customer has not been paid. Ask your bank to recall the transfer. Then close the withdrawal (Close it before you pay), pay the account shown on the fulfil page, and record that transfer.
6. You already recorded a wrong payment (wrong account, or more than you sent). Stop and contact P2P platform support with the withdrawal ID. No screen in your portal can reverse it.

Who to ask. Your bank, to recall a transfer sent to the wrong account. P2P platform support, for a payment recorded wrongly.

"Pay from gateway" says the withdrawal is settled, but it is still in the queue, or no gateway is available

Owner Operator

What you see. After you press Pay from gateway, the page shows Fulfillment submitted. and The slip has been recorded as proof of payment and the withdrawal is settled., although there is no slip and your provider may not have confirmed yet. The withdrawal stays under Pending. Or, when you choose Payment gateway, the page says No payment gateway is available for this withdrawal., or that your balance is too low, or that the amount is below the provider's minimum or above its maximum. Or, on a withdrawal you closed to new deposits, pressing Pay from gateway returns an error saying it "has no unfenced capacity".

Why it happens. A gateway payout comes out of your own provider balance, and it finishes only when your provider confirms it, usually within a few minutes. The page shows its general success message as soon as the provider accepts the instruction. That message was written for slip payments, and it is wrong here. "Not available" means one of three things: there is no active gateway for this withdrawal's own account (a sub-merchant's withdrawal pays from that sub-merchant's gateway), your balance is too low, or the amount is outside what your provider allows. The check uses the full requested amount, but the payout itself is only for the part that nothing else is holding: if a deposit is still settling against the withdrawal, the gateway pays the rest and that deposit pays its own part. A gateway payout holds the withdrawal against new deposits by itself, so it cannot start while you are holding it closed.

What to do

1. On the fulfil page, choose How was this paid? → Payment gateway. Read Gateway balance and the notice This does not settle instantly. We instruct your provider now and the withdrawal completes when they confirm — usually within a few minutes.
2. If it is refused, do what the message says: top up your provider, or pay by slip instead (Close it before you pay). If it says no gateway is available, an Owner can check that the right gateway is switched on under Payment gateways: your own for a head-office withdrawal, or the one listed under that sub-merchant for a sub-merchant's withdrawal.
3. If you pressed Close to new deposits first, press Reopen to matching, then press Pay from gateway. You do not need to close a withdrawal before a gateway payout.
4. After Pay from gateway, read the green box as "instructed", not "paid". Check the payment in your provider's own dashboard.
5. Do nothing more on this withdrawal until your provider shows the payment as settled or failed. Reload the Withdrawals queue after a few minutes. The withdrawal leaves Pending when the provider's confirmation arrives.
6. If it is still open after your provider shows it as settled, or your provider shows nothing at all, contact P2P platform support with the withdrawal ID and your provider's reference.

Screenshot to comeThe "Payment gateway" mode, showing "Gateway balance" and the notice that the payout does not settle instantly

Who to ask. Your gateway provider first, then P2P platform support.

A withdrawal is stuck or will not close

Cancel says the withdrawal "has already started filling", but nothing has been paid

Owner Operator Branch operator

What you see. In the queue, the withdrawal shows Remaining equal to the full amount, with no Already filled line. Pressing Cancel returns This withdrawal has already started filling — use "Close at filled" instead of cancelling. Yet the row has no Close at filled button. On the fulfil page, Transfer this amount now is smaller than Remaining (it may be ฿0.00), with a line saying part of the remaining is held by deposits still settling. Under Funding deposits, a row shows an amount under Reserved, "—" under Received, a Pending chip under Type, and "ACTIVE" or "CONFIRMED" under Status.

Why it happens. Something is holding part of the withdrawal, and Cancel is refused while anything holds it. The message points you to close-at-filled, but that button only appears once part of the withdrawal has actually been paid. There are two usual holders:

• A depositor was matched and has not finished paying. A hold still inside its payment window ("ACTIVE") ends by itself when the window closes. A hold where the depositor said they had paid but no slip was ever settled ("CONFIRMED") lasts until someone uploads a slip or releases it, unless the platform has switched on automatic clean-up, which releases it soon after its window.
• A close on the fulfil page, yours or a colleague's (Your own close is blocking it).

What to do

1. Go to Withdrawals → the withdrawal → Fulfill.
2. If the panel's button reads Reopen to matching, a close is what is blocking Cancel. Go to Your own close is blocking it.
3. Otherwise scroll to Funding deposits. On the row with the Pending chip, press View sender slip or Open to see whether the depositor has uploaded anything.
4. Only when you are sure they will not pay, press Release stuck deposit. If the dialog asks you to confirm, tick I have established that this depositor has not transferred and is not going to. and fill in How do you know?. Then press Confirm release.
5. If the dialog says This deposit can't be released yet, do what it says:
   • A slip is still being checked: press Go to Slip review and approve or reject it there.
   • The payment window has not closed yet: wait, then try again.
   • The slip was verified as paid but never credited, or the gateway reports the payment as successful: do not release. The money most likely arrived. Contact P2P platform support.
6. A split-deposit row (shown as Cascade leg in the Still settling list) has no release button. A head-office Owner or Operator goes to Transactions → the pending row → Request cancellation, writes a reason and presses Submit request. A P2P admin decides.
7. Once the hold is gone, either pay the withdrawal (Close it before you pay) or press Cancel in the queue.

Who to ask. P2P platform support, quoting the deposit ID (the copy button in the dialog), when a slip was verified as paid but never credited, when the gateway reports success, or when a slip stays "being checked" for a long time.

The customer will accept what has been paid so far. How do I close the rest?

Owner Operator Branch operator

What you see. A withdrawal in the queue shows Remaining with a line underneath giving Requested and Already filled, and the rest is not arriving. Or a withdrawal appears under Closed early that nobody on your team closed, with Closed by System round-down.

Why it happens. Once any part of a withdrawal has been paid, it can no longer be cancelled. It can only be closed at the amount already paid. The unpaid part never moved through P2P. On your own pool you refund or restore it to the customer in your own system, and your system is told the unfilled amount by webhook. P2P also closes a withdrawal by itself when all that is left is too small to be paid; those rows show System round-down. A row showing Your system (API) was closed by your own system, and one showing The user by the customer.

What to do

1. Confirm with the customer, and against your own records, that they accept the amount already paid.
2. Go to Withdrawals → Pending → the withdrawal → Close at filled.
3. Read Close withdrawal at the filled amount?. It names the paid and unpaid amounts. Press Close at filled amount, or Keep waiting to back out.
4. If you get Couldn't close this withdrawal — it may have an in-flight deposit. Try again shortly., open Fulfill. If the button reads Reopen to matching, a close is blocking it (Your own close is blocking it). Otherwise wait for the deposit under Funding deposits to land, or release it (A deposit is holding the withdrawal). Then try again.
5. Open the Closed early tab. Each row shows Settled / requested, Unfilled, Closed by, and either You refund off-platform or Returned to user balance. The top of the tab shows the You refund total. Everyone on your team, Viewers included, can read this tab.
6. Where a row says You refund off-platform, refund or restore that amount to the customer in your own system. Go by this tab, not by the confirm box, which tells you to refund on every withdrawal.

Who to ask. P2P platform support, if a Closed early row shows the wrong refund direction.

A sub-merchant's withdrawal is refused, or never gets matched ("withdraw allowance")

Owner Operator Branch operator

What you see. Your system's request to create a withdrawal for a sub-merchant's customer is refused with an "insufficient withdraw allowance" error. Or a sub-merchant's withdrawal sits under Pending with Remaining unchanged while deposits keep coming in. Or, after your staff pay a sub-merchant's withdrawal by hand, its allowance drops by twice the amount.

Why it happens. A sub-merchant in a matching pool that requires a withdraw allowance must hold enough of it. The allowance is a separate balance from usage credit. When a withdrawal is created, its amount is held against the allowance, and the allowance is checked again when the withdrawal is matched. For matches inside your own merchant, that second check follows your setting. For matches with another merchant it always applies, because another merchant's cash is involved. There is also a known problem: when your staff pay such a withdrawal by hand, the allowance is currently charged twice.

What to do

1. Go to Sub-merchants → the sub-merchant → Credit → the Withdraw allowance card.
2. To top it up, enter Amount (THB) and a Reason, then press Grant allowance. Claw back reduces it. Steps 1 to 3 are for a head-office Owner only (a P2P admin can do them too).
3. To choose when the limit applies, go to Settings → Matching & routing → Sub-merchant withdraw allowance limit, and press Enforce on every fill or Enforce on cross-merchant fills only. Matches with other merchants are always checked.
4. To pay a stuck withdrawal now, an Owner or Operator pays it by hand (Close it before you pay). Afterwards, check the allowance card. If it dropped by twice the amount, report it to P2P platform support before you make up the difference with Grant allowance.
5. For a refused withdrawal: once the allowance is topped up, have your system create the withdrawal again.

Who to ask. Your head-office Owner, then P2P platform support or the owner of the matching pool.

Withdrawals are refused after balance checks were switched on, or show "Insufficient balance"

Owner Operator

What you see. After P2P switched on balance checks (credit.check) for your account, your system's requests to create withdrawals start failing, either as "unavailable" or as rejected. Or Transactions shows a Insufficient balance badge, and its tooltip says P2P queued the withdrawal anyway and no action is needed from you.

Why it happens. Balance checks are off by default. Once P2P switches them on, P2P asks your system for a signed balance on every withdrawal. If your system cannot answer, and there is no answer from the last minute to fall back on, the withdrawal is refused. If your system answers with any rejection other than "insufficient balance", the withdrawal is refused too. An "insufficient balance" answer only adds the badge: the withdrawal is still queued. On your own pool P2P holds nothing back, so a withdrawal that gets paid is money going to your customer whatever your own ledger says.

What to do

1. Ask your developer to go to Integration test → Outbound webhooks → credit.check → Send test, and confirm that the result reads Response signature valid, meaning your system signed its reply with the same HMAC secret.
2. If your system cannot answer balance checks yet, ask P2P to switch them off for you. Only P2P can.
3. For a withdrawal marked Insufficient balance: check the customer's balance in your own system. If they do not have the money, press Cancel in the Withdrawals queue before any of it is paid.

Who to ask. P2P platform support, to switch balance checks on or off. Your developer, for the integration.

After a withdrawal is paid

A customer says they never received their withdrawal

Owner Operator Viewer Branch operator Branch viewer

What you see. A customer complains, but the withdrawal is no longer under Pending. If your staff paid it, it is under Decided. If depositors paid it, it is under neither, and its fulfil page says Withdrawal fully filled.

Why it happens. A withdrawal is paid in one of three ways: depositors transferring straight to your customer, your staff paying by hand, or your payment gateway. P2P never touches the money, so "paid" means a transfer was verified or recorded. Decided lists only payments your staff or a P2P admin recorded or made, gateway payouts included, so a withdrawal paid entirely by depositors never appears there.

What to do

1. Find the withdrawal. Go to Transactions and search by the merchant user ID, the P2P user ID or your merchant order ID. The list opens on the last 30 days, so press All time if needed. Then press Open on the withdrawal. If your staff paid it, Withdrawals → Decided also shows Verdict, Decided at, Decided by and Reason.
2. On the withdrawal's page, Withdrawal match lists the Funding deposits. Press View sender slip to see each depositor's slip, and check the receiving account and the amount.
3. Owners and Operators: press Open fulfill page. Its Funding deposits list also shows any payment your staff recorded, as a Staff fulfillment row with View proof slip. If it reads Slip bypassed, there is no slip: ask the colleague who recorded it.
4. Owners and Operators: compare with the customer's payout account, either the Bank, Account holder and Account number on the fulfil page, or Users → the customer → Bank accounts → Reveal. A Viewer stops after step 2 and hands the rest to an Owner or Operator.
5. If the account and amount match, send the customer the slip and ask them to trace the transfer with their bank.
6. If the account on file is wrong, or there is no evidence at all, contact P2P platform support. Do not pay again.

Who to ask. P2P platform support, with the withdrawal ID and the slip. The customer's bank, to trace the transfer.

A withdrawal may have been paid twice: "Alleged transfer" on the funding list

Owner Operator Branch operator

What you see. On the fulfil page, the Funding deposits list shows a notice, Possible extra transfers to this withdrawer, and a row marked Alleged transfer with one of two notes:

• Released — reconcile off-platform. This is what you see when the deposit was released, or when the withdrawal has no room left for it: it is fully filled (the page says Withdrawal fully filled.), or it is closed to new deposits.
• Late slip still accepted. This appears only while the withdrawal still has room for that deposit.

Or the Pending queue holds two withdrawals for the same customer and the same amount, created minutes apart.

Why it happens.

• A depositor says they paid anyway. Their deposit expired or was released, but they say they transferred the money to your customer regardless. If the withdrawal was then also paid by someone else (another depositor, or your staff), your customer received cash twice. P2P cannot see bank accounts, so this is an allegation until you check it.
• Duplicate withdrawals. The P2P hosted page refuses a second open withdrawal for the same customer, but your own system can still create two through the API. On your own pool P2P holds nothing back, so both can be paid, and the loss is yours.

The green box on a fully filled withdrawal, which says no further action is needed, does not take an alleged transfer into account.

What to do

1. Open the fulfil page (Withdrawals → Fulfill, or Open fulfill page from the withdrawal's transaction page) and look for Alleged transfer under Funding deposits.
2. Late slip still accepted. The withdrawal still has room for this deposit. Don't pay the rest yourself yet: the depositor may already have paid your customer. Ask the depositor for their slip. If it is genuine, press Accept a late slip → Upload late slip → Open the new deposit for review, and approve it. The depositor is credited and their payment counts towards the withdrawal.
3. Released — reconcile off-platform. First check the panel above the payment form. If its button reads Reopen to matching, the withdrawal's own close may be what leaves no room. Check that no colleague is paying it (Someone else closed it), press Reopen to matching, and read the row again. If it still says Released — reconcile off-platform, the deposit can no longer be credited on P2P: settle with the depositor outside the platform. A late-slip upload that returns The matched withdrawal has already been fulfilled and can't absorb this late payment. Reconcile off-platform. is the same case.
4. Either way, if your customer received more than they asked for, recover the extra from them under your own terms.
5. Duplicates. Before you pay, check the Pending queue for a second withdrawal from the same customer, and press Cancel on it before any of it is paid. Then find out why your system created two.

Who to ask. P2P platform support.

Where your customers come from

Every customer reaches P2P through your system: your system creates each customer in P2P. The portal has no "add customer" button, and signup links are no longer used.

• Each customer is known by the merchant user ID your system gave them. In the portal it is part of their username: your merchant code, a dot, then that ID.
• A person who is a customer of two businesses on P2P is two separate customers, one in each. You only ever see your own.
• Every customer is created with a bank account on file. That account is where they are paid when they withdraw.

On Users, the Channel column shows Direct provision for customers your system created. Older customers may still show Signup link; nothing new is created that way.

Find a customer

Owner Operator Viewer Branch operator Branch viewer Support

1. Open Users. The Directory tab opens first.

2. Type in Search users one of these:

   • the start of the customer's display name;
   • the start of their username, which begins with your merchant code (for example siam-digital-wallet.u-001). Typing only the ID your system assigned finds nothing, because the username starts with your merchant code;
   • their full P2P user ID.

   Email is not searched, even though the box suggests it.

3. On the customer's row:

   • View detail opens their page (next task).
   • Withdrawals opens Withdrawals. The list there is not filtered to this customer: it shows every withdrawal, so look for the customer's name in it.

The Deposit conduct column shows a coloured band for each customer. See Read a customer's deposit conduct.

Read a customer's page

Owner Operator Viewer Branch operator Branch viewer Support

From top to bottom, the customer's page shows:

1. Their status and conduct band, with the events behind the band. See Read a customer's deposit conduct.
2. The block panel, Block this customer. See I need to stop a customer.
3. Their details: Email, User ID, Phone, Language, KYC level and Joined. If Erased at has a date, the customer's personal data was erased at their request.
4. Withdrawal experience: how their withdrawals have gone. It measures how well they were served, not how they behave.
5. Wallets: what they hold with you, as Balance and On hold. Money on hold is tied up in a withdrawal that is still open.
6. Recent withdrawals: amount, status and date.
7. Bank accounts: their bank accounts, with the number hidden. See Reveal a customer's full bank account number.

A customer's balance is kept separately for real money, which they can withdraw, and points, which they cannot. If someone sends you a link to a customer's balance page, it shows those same balances, one line each.

Reveal a customer's full bank account number

Owner Operator Branch operator

You may need the full number to pay a withdrawal by hand, or to check a slip. Otherwise, leave it hidden.

1. Open the customer's page and scroll to Bank accounts.
2. Press Reveal on the account. The full number appears.
3. Use Copy if you need to paste it into your banking app.
4. Press Hide when you are done. The number is also hidden when you leave the page.

Every reveal is recorded against your login, each time you press the button. The customer's bank number is protected personal data under Thai data-protection law (PDPA).

Read a customer's deposit conduct

Owner Operator Viewer Branch operator Branch viewer

P2P watches each customer's deposits over a recent period: slips that were rejected, reused slips, payments over or under the amount, and deposits nobody paid. It sums them into a band: Clear, Watch or Review.

A band is a signal to look, not a decision. Nothing is refused, delayed or charged differently because of it. Stopping a customer is a separate step, with its own recorded reason.

1. Open Users → the Conduct queue tab.
2. In Show, choose Review (the worst first) or Watch and above. Tick Include reviewed if you also want customers someone has already looked at.
3. Press View detail on a customer. Next to their band you see the events behind it, for example Deposit rejected, Duplicate slip or No slip uploaded. Some events are listed but not counted, with the reason beside them (for example our failure, not theirs).
4. When you have looked, press Mark as reviewed. It then reads Reviewed, and the customer leaves the queue until something new happens. You can also press it straight from the queue.
5. If the pattern means you should stop the customer, go to I need to stop a customer.

When you need to stop a customer

I need to stop a customer: block them, or they've been flagged by conduct scoring

Owner Operator Branch operator

What you see. A customer sits in the Conduct queue with a Review or Watch band. Or you have decided to refuse a customer. After you block them, the block panel reads either Enforced: while blocked, this customer cannot deposit or withdraw with you. or Recorded, not yet enforced. Blocking is switched off platform-wide, so this customer can still transact until it is turned on.

Why it happens. The band is only a signal. A block is a separate act that is recorded with a reason. Whether a block actually stops anything depends on a switch P2P controls for the whole platform:

• While enforcement is off, the block is written down and stops nothing. The customer can still deposit and withdraw.
• While enforcement is on, the customer cannot deposit or withdraw with you. P2P cancels their withdrawals that can still be cancelled, and holds (without cancelling) any that are partly paid or have a deposit being paid into them right now. Your system is not sent a withdrawal notification for the withdrawals a block cancels.

Lifting a block does not reopen anything that was held or cancelled.

What to do

1. Open Users → the customer. Read the band and the events next to it. If you only needed to look, press Mark as reviewed and stop here.
2. To block: in the block panel, press Block customer. Choose a Reason, for example Forged slip, Duplicate slip abuse or Requested by merchant. Add a Note (optional) for whoever reads it later.
3. Press Confirm block, then confirm the browser's question.
4. Read the line in the block panel:
   • Recorded, not yet enforced. Blocking is switched off platform-wide, so this customer can still transact until it is turned on. Go to step 5.
   • Enforced: while blocked, this customer cannot deposit or withdraw with you. Go to step 6.
5. Recorded, not enforced. If the customer has an open withdrawal you will not pay, go to Withdrawals and press Cancel on it. This only works before any deposit starts filling it. If Cancel is refused, see Cancel says the withdrawal has already started filling.
6. Enforced. Check the Pending tab of Withdrawals for this customer's rows (the list shows everyone, so look for their name). Withdrawals that disappeared were cancelled; ones still listed are held. For every cancelled one, restore the customer's balance in your own system yourself, because your system was not told.
7. To undo a block, press Lift block, optionally fill in Why the block is being lifted (optional), press Lift block again and confirm. Anything held stays held; your system creates a new withdrawal if one is needed.

You can also block a customer straight after rejecting one of their slips: see A customer keeps sending fake or reused slips.

Who to ask. P2P platform support, to freeze a customer across all of P2P, to mark a customer as fraud, or to ask whether blocking is enforced on your platform.

Revoke a customer's consent

Owner

Revoking consent withdraws the customer's permission for your business to act for them in P2P. It is how you off-board a customer for good. It is not a way to refuse a customer: to stop someone, block them (I need to stop a customer).

1. Open Users and find the customer. The button only appears on rows whose Consent is Active.
2. Press Revoke consent.
3. Read the dialog, type the word REVOKE into the box, and press Revoke.

The row then shows Revoked. The revoke is recorded against your login, and the portal has no button to undo it.

Who to ask. P2P platform support, if a customer's consent was revoked by mistake.

Read How money moves through your account first if you have not. It explains the two things this chapter keeps apart:

• The fee: what you owe P2P for your activity. See Fees and usage credit.
• Custody: cash from your customers' deposits that someone else is holding for you, or that you are holding for your branches. See Custody and settlement.

The two are never added together, on any screen. P2P does not move either of them. The settlement figures are what the records say, not anyone's bank balance, and nothing is blocked because of them.

Read the Money page

Owner Operator Viewer Branch operator Branch viewer Support

Money answers "what happened to my money, and whom do I owe?" in three parts:

1. Incoming: your settled activity, one row per kind (Deposits or Withdrawals) and per branch, with Events, Volume and Fee accrued.
2. Balance, two separate cards:
   • Fee — what you owe the platform: Accrued − Paid = Outstanding.
   • Custody — cash held for you: Owed to you (by whoever received your customers' deposits) and You hold for your branches.
3. Outgoing: fee payments recorded against your account, and Settled to your branches.

Dispute a fee payment you don't recognise

Owner

P2P records the fee payments it receives from you. If one listed under Outgoing was never paid, or the amount is wrong:

1. On the payment's row (status Recorded), press Dispute.
2. Say why you don't recognise it, then press Submit dispute.

The amount goes back into your outstanding fee until a P2P admin resolves it. Rows marked Disputed or Void stay listed but are not counted as paid.

Usage credit

Owner Operator

Usage credit is a prepaid balance for your activity on P2P. It goes down as your customers' deposits settle (see Fees and usage credit), and you add to it with a top-up that a P2P admin approves.

1. Open Usage credit. Current balance shows the balance, with Overdraft when it is below zero.
2. To add credit, fill in Request top-up: Amount (THB), and, if you paid by bank transfer, Transfer slip (optional) and Bank reference (optional). A slip makes approval faster.
3. Press Submit top-up request. The balance changes when a P2P admin approves it.
4. History lists each Top-up request and each Ledger entry that moved the balance.

Viewers can see the balance and history but cannot request a top-up.

Our usage credit has run out and shows "Overdraft" — what does that stop?

Owner Operator Viewer Branch operator Branch viewer

What you see. Usage credit shows a negative balance with an Overdraft badge. A branch sees a note that it cannot top up its own credit.

Why it happens. Usage credit is allowed to go below zero: P2P extends that credit to the businesses it has approved. Going below zero does not, by itself, stop your customers' deposits or withdrawals. The only balance that holds withdrawals back is a branch's withdraw allowance, which is kept separately (see A branch's withdrawal is refused). An overdraft is still a debt to P2P, and P2P can change the terms.

What to do

1. On Usage credit, request a top-up (steps above).
2. For a branch that is below zero, an owner allocates more from your own credit: Sub-merchants → the branch → Credit. Operators cannot allocate credit.
3. Ask your developer to watch the balance through the partner API, so you top up before it runs low. There is no low-balance warning in the portal.

Who to ask. P2P platform support or your reseller, for top-up approval and credit terms.

Billing

Owner Operator Viewer Branch operator Branch viewer Support

Billing shows your usage and the fee worked out on it, over time.

1. Read Today's usage and Month to date at the top.
2. Choose a Granularity (Hourly, Daily, Weekly or Monthly) and the From and To dates.
3. Usage by period lists Deposit usage, Withdraw usage, the rate for each and the Fee.
4. By sub-merchant splits the same figures per branch. Direct (no sub-merchant) is activity not tagged to any branch.

Times are Bangkok time. Billing shows what was worked out; what is still unpaid is on Money.

The Settlement page

Owner Operator Viewer Branch operator Branch viewer

Settlement is about people, not bank accounts: one row for each party that holds your money or whose money you hold, with the amount before fees. The number next to Settlement in the menu is how many items wait on you.

At the top of the page:

• Viewing: head-office staff can switch from the whole business to one branch, to see that branch's settlement. An owner can also act for the branch there.
• Live or "as of" a date: how fresh the figures are.
• A ⟳ button (Refresh) that refreshes the figures. It works about once an hour; pressing it again sooner changes nothing.
• What can I do?: lists what your login can do on this page, what only the other party can do, and what is not open yet.

The four tabs:

Tab	What it holds
Balances (opens first)	Owed to you: who holds your money, as Deposits, Buy-in or Pool. You owe: what you hold for your branches, and what you owe a pool.
To do	Needs you: payments to confirm, requests to pay, disputes to answer, notices to decide. Waiting on them: your requests nobody has answered, and your payments the other side has not confirmed.
History	Payments you recorded, with their status.
Payout accounts	The bank accounts you can be paid into.

At the bottom, Fees due ฿… shows your fee separately, with Money › to the Money page.

Who can do what here. Everyone can look and refresh. After that:

Action	Who
Request payout, It arrived, Dispute, see Payout accounts	A head-office owner, or a branch operator for their own branch
Record payment, Void, Record again, pool payments, deciding pool notices, History	A head-office owner only
Undo a payment the other side has disputed	P2P platform support only

A button you cannot use shows a short reason instead, such as Only owners can ask to be paid. or Your branch account can look, not act. Ask an owner.

Ask to be paid

Owner Branch operator

1. Open Balances. Under Owed to you, press Request payout in the section's heading. The rows below it show Their move, because one request goes to everyone who holds your money.
2. Choose Pay into, the account you want to be paid into. Add a Note (optional) if it helps.
3. Press Request payout. You do not enter an amount: each holder is asked for what it owes right now.
4. Each holder transfers to you and records it. Their payment then appears under To do, for you to confirm or dispute (next task).

A holder says it paid you: confirm or dispute

Owner Branch operator

1. Open To do. Under Needs you, find the row that says a party paid you.
2. Check your bank statement first.
3. If the money is there, in full, press It arrived. This only tells them it arrived; it moves nothing, and you can still dispute later.
4. If it did not arrive, or the amount is wrong, press Dispute, say what was wrong (they are shown it), and press Dispute. The amount goes straight back to what they owe you.

Record a payment you made to a branch

Owner

When you hold a branch's money (it appears under You owe) and you pay it out:

1. Make the transfer in your banking app first. Recording it in P2P does not send money.
2. Open Balances → You owe → the branch's row → Record payment. If the branch asked to be paid, the same button is on its row in To do.
3. Fill in:
   • Amount (before fee): the full amount you are clearing for the branch. It starts filled in with everything you owe the branch. If you paid less, change it to what you actually sent before you go on.
   • Fee you keep, if your agreement lets you keep a fee. You transfer is then worked out for you: check it matches your slip.
   • Paid from: which of your accounts the money left.
   • Date paid, the account you sent it to (bank, last 4 digits and account name are all required), and Bank reference (optional).
   • Wire slip. It is optional, but attach it: without a slip nothing can catch the same transfer being recorded twice.
4. Press Record payment. The branch can then confirm or dispute it.

Fix a payment you recorded

Owner

• You recorded a payment by mistake, or with the wrong figure: open History, find the payment, press Void, give a reason (the branch is shown it) and press Void. What you owe goes back up. Then record the correct payment.
• The branch disputed your payment: it appears under Needs you. Press Record again to record the correct figure. You cannot void a disputed payment: Once it is disputed, only P2P support can undo it.

Pool payments and notices from your branches

Owner

When your branches share a matching pool, one branch's customers can be paid with another's money, and a branch can owe the pool. The branch tells you what it did by filing a notice; nothing changes until you confirm it.

1. Open To do. A notice reads like "… says they paid back", "… says they sent a buy-in" or "… wants a buy-in back".
2. Check your bank statement.
3. Press Confirm or Decline. Declining needs a reason, which the branch sees. Confirming a pay-back also gives the branch back that much withdraw headroom. A decision is final.

To record a pool payment yourself, find the branch's Pool row under Owed to you, press Received, and fill in Record pool payment: the amount and What was it for?. Press Record it. The branch cannot dispute this, so record only money that has arrived.

The Settlement page — who owes whom, and why is "You owe" empty?

Owner Operator Viewer Branch operator Branch viewer

What you see. Staff cannot tell what to do on Settlement. You owe is empty, or shows an old "as of" date, although you know you hold branch money. A branch expects a different figure. Or Request payout answers that nothing is owed, or that a bank account was not found.

Why it happens. The page lists one row per party with the amount before fees. The fee is shown apart, as Fees due ฿…. Owed to you is live, but You owe is a snapshot: it is empty until the first refresh and then only as fresh as its "as of" date. The ⟳ refresh works about once an hour. A Head office row on your own business's view is money in your own accounts, so there is nobody to ask for it. None of these figures is checked against anyone's bank.

What to do

1. Press ⟳ next to the "as of" date. If the date does not change, a refresh already ran within the hour; try again later.
2. Open Balances and read Owed to you (who holds your money) and You owe (what you hold for branches).
3. Open To do for anything waiting on you.
4. To see the fee side, press Money ›. A branch's fee is withheld by you when you pay it; the branch does not pay P2P.
5. Press What can I do?, or read the grey text in a cell, to see who can act on a row.
6. If Request payout says nothing is owed, see the note under Ask to be paid.

Who to ask. P2P platform support, if a figure is plainly wrong after a refresh.

A settlement payment is wrong: it never arrived, the amount is off, or we recorded it by mistake

Owner Branch operator

What you see. Your reseller, P2P or head office recorded a payment to you that is not in your bank. Or you recorded a payment to a branch with the wrong amount, or one you never sent. Or a row in To do says a branch disputed your payment.

Why it happens. Whoever holds the money records the payment. Nothing checks the amount they type, and a slip is optional. A payment recorded without a slip cannot even be checked for duplicates, so the same transfer can be recorded twice. The receiving side's only check is Dispute, which puts the amount straight back as owed. It arrived only confirms receipt; it does not end the right to dispute. Whoever recorded a payment can void it, until it is disputed. After that, only P2P support can undo it.

What to do

1. Money you were told about never arrived, or the amount is wrong: To do → the payment → Dispute → say what was wrong → Dispute.
2. You recorded a payment to a branch wrongly: History → the payment → Void → reason → Void. Then record the correct one (Record a payment).
3. A branch disputed your payment: check your bank records. If you did pay, but a different amount, press Record again with the right figure. If you paid in full and the branch is wrong, talk to the branch; if you need the disputed record undone, ask P2P support.

Who to ask. P2P platform support, to undo a disputed payment.

Money held in a bank account

Owner Operator Branch operator Support

Every account that collects deposits shows the money it holds: In − Out (recorded) = Remaining. On a branch's accounts this is headed Money held. Out (recorded) counts only payments recorded from that account and money you record as moved out. Withdrawals you paid by hand are not counted, because P2P does not know which account you paid them from. So Remaining can stay high after the cash has gone.

There are two buttons for bringing it back in line, on two kinds of account:

• A branch's own account: Settle this account, on Sub-merchants → the branch → Bank accounts, or on the branch's My bank accounts. It records cash that has already left the account, and it counts as a settlement of that branch's money.
• Your own business's account: Record money moved out, on Bank accounts in the menu (the page is titled Deposit accounts; owners only). It only lowers the figure; it settles nobody. See Money held, and money you moved out.

Neither button moves any money.

Settle a branch's bank account

1. Open the branch's account (see above) and read its Money held.
2. Press Settle this account.
3. Enter Amount that left this account (THB). It starts filled in with the whole Remaining figure: change it to what actually left the account. Then enter the date on your bank statement in Date paid, where the money went (Sent to — bank, Sent to — last 4 digits and Sent to — account name are all required), the bank reference, and the slip.
4. Press Record outflow. The amount is taken off Remaining straight away.

If the button is greyed out with Reactivate this account before settling it., switch the account on first.

A bank account shows "Money held" that we have already moved out

Owner Operator Branch operator Support

What you see. A bank account shows a large Remaining under Money held that is not in the bank. There may be no settle button, or a line saying why not.

Why it happens. Out (recorded) only counts what someone recorded in P2P. Withdrawals paid by hand, and cash you moved out without recording it, are not counted.

What to do

1. A branch's account: Sub-merchants → the branch → Bank accounts (or My bank accounts for branch staff) → Settle this account. Follow Settle a branch's bank account.
2. Your own business's account (owners): Bank accounts → the account → Record money moved out. Fill in Amount moved out, Date, What was it for? and Sent to, then press Record it.
3. If it says Reactivate this account before settling it., activate the account first.
4. To pay a branch what it is owed, use Record a payment, not these buttons.

Who to ask. P2P platform support, to undo a mistaken record. No screen offers an undo.

A branch is what the portal calls a Sub-merchants entry: a part of your business with its own customers, its own staff logins, and optionally its own bank accounts. Your system tags each deposit and withdrawal with the branch it belongs to.

Most of this chapter is for owners. Operators can manage a branch's bank accounts, and branch staff manage their own logins; everything else is owner-only.

Create a branch

Owner

1. Open Sub-merchants.
2. In Create a sub-merchant, enter:
   • External code: your own short reference, for example branch-bkk-01. Your developer sends this code with each deposit and withdrawal for the branch, so agree it with them and don't change your mind later.
   • Display name: the name your staff will see.
3. Press Create.
4. The branch appears in Your sub-merchants. Press Manage to set it up (next sections).

Your first branch also creates your default matching pool. Check each branch's Overview tab to see which pool it is in. See Matching pools.

A branch's page

Owner Operator

The branch page has four tabs:

Tab	What is on it
Overview	Matching pool, Withdraw matching, and Settings (rename, Suspend, Reactivate, Deactivate).
Credit	Usage credit balance and Withdraw allowance.
Bank accounts	The branch's own bank accounts, each with its money held.
Staff	The branch's staff logins.

While a branch is suspended or deactivated, your system cannot start new deposits or withdrawals tagged to it.

Give a branch usage credit

Owner

A branch spends its own usage credit, which you move to it from yours.

1. Branch page → Credit.
2. Under Usage credit balance, enter Amount (THB) and a Reason.
3. Press Allocate to give credit, or Deallocate to take it back.

Give or take back withdraw allowance

Owner

The withdraw allowance is a separate balance from usage credit. It is spent only by the branch's withdrawals, and it is what lets a branch's withdrawals be filled with other people's money. It is always checked when a withdrawal is filled from another merchant's deposits, and also inside your business if you choose (see The withdraw-allowance limit).

1. Branch page → Credit → Withdraw allowance.
2. Enter Amount (THB) and a Reason.
3. Press Grant allowance or Claw back.

If a branch's withdrawals are refused or never match, see A branch's withdrawal is refused or never matches.

A branch's bank accounts

Owner Operator Branch operator

A branch can collect its customers' deposits into its own accounts. When a branch has no active account, its customers' deposits go to head office's accounts instead, and head office then holds the branch's money (it appears under You owe on Settlement).

1. Branch page → Bank accounts.
2. To add one, fill in Add a bank account: Bank, Account holder name and Account number, then press Add account.
3. On an existing account: Edit to correct it, Deactivate or Activate to switch it off or on.
4. Each account shows its money held, with Settle this account for cash that has already left it. See Settle a branch's bank account.

A branch's staff

Owner

1. Branch page → Staff.
2. Enter the person's email and name, choose Viewer (read-only) or Operator (can fulfill), and press Invite staff.
3. Copy the temporary password straight away. It is shown once. Give it to the person privately, then press Done. They choose their own password and set up their authenticator when they first sign in.
4. On an existing login: Reset credentials issues a new temporary password; Suspend cuts the login off.

A branch login can be an operator or a viewer, never an owner. It sees only its own branch.

Matching pools

Owner

A matching pool decides whose customers can be matched with whose (see Branches and matching pools):

• Every branch in any of your pools that is switched on can be matched with every other branch in them. Putting branches in separate pools of yours does not keep them apart; your pools are for reporting and settlement.
• A branch in no pool shows Isolated and is matched only with its own customers. That is a setting, not a fault.
• A pool run by your reseller or P2P can match a branch with other merchants' customers. Joining one is arranged by an administrator.

Manage your pools

1. Open Matching pools.
2. To add a pool, fill in Create a pool: Pool name, and tick Members must buy in before joining if members must pay in first. Press Create pool. A new pool starts switched off.
3. Use Enable or Disable, and confirm. Your default pool shows Cannot disable.
4. Rename changes a pool's name.
5. Let other owners admit my sub-merchants stays Not allowed unless you have agreed that your reseller or P2P may put your branches into their pool and carry the settlement for them.

A branch's pool membership

On the branch page, Overview → Matching pool shows its Pool, Pool owner, Members and Buy-in, and Who holds the cash behind this allowance.

• Leave pool takes the branch out. It is refused while the branch owes the pool money; settle that first.
• Re-join own pool puts an isolated branch back into one of your pools. For a pool that needs a buy-in, enter Buy-in amount (THB) and Reason (audit record), then press Record buy-in & admit. Do this only once the branch's money has arrived in your account.

A branch's withdraw matching

Under Withdraw matching you can set a branch's own Maximum deposits per withdraw and Avoid same-bank matches, or leave them on Inherit from merchant. A branch's Maximum deposits per withdraw can only be set tighter than your business-wide one, never looser. Press Save. The change applies to withdrawals created from then on. See Withdraw matching.

Your team

Owner

Team lists your staff logins: name, role, status and last sign-in. A login pinned to one branch carries a badge with the branch's name.

Invite a staff member

1. Press Invite staff.
2. Enter Email and Display name, and choose a Role: Owner, Operator or Viewer. Give the smallest role that does the job; see Your role in five minutes.
3. Press Generate credentials.
4. Copy the Temporary password at once. It is shown only this time and it expires. Give it to the person privately, then press I've saved them — close.
5. The new person signs in, chooses their own password and sets up their authenticator. See Your first sign-in.

Branch staff are invited from the branch's page, not here. See A branch's staff.

Change someone's role

1. On the person's row, press Change role.
2. Choose the new role and press Save role.

You cannot demote the last owner; add another owner first. A branch login cannot be made an owner.

Reset someone's password

Use this when someone is locked out, has lost their phone, or is leaving.

1. On the person's row, press Reset password, then Reset password in the dialog.
2. They are signed out of every device at once, and must set a new password and authenticator.
3. Copy the new Temporary password (shown once) and give it to them privately. For a leaver, don't pass it on. See A staff member has left.

Suspend a login

You can only suspend someone of a lower role than yours, never yourself or someone of your own rank.

• Branch logins: the branch page → Staff → Suspend. A branch operator can also suspend their branch's viewers on My staff.
• Head-office logins: Team has no Suspend button. Reset the password and lower the role instead, then ask P2P platform support to switch the login off. See A staff member has left.

When P2P support works in your portal

Support

P2P platform support, or your reseller, can open your portal as your business to help you. What they can and cannot do is set out in When P2P support or your reseller works in your portal. While they are in, they work under a staff row in Team that nobody on your team invited. See There's a support staff member we never invited.

When something goes wrong with logins and access

A button is missing, or I keep getting sent back to another page

Owner Operator Viewer Branch operator Branch viewer

What you see. There is no Fulfill button, and the action column shows a dash. Or you open Bank accounts, Webhooks or Slip review and land on the Dashboard instead. Or a branch login keeps landing on Transactions. Or a Settlement cell reads Only owners can record payments. or Your branch account can look, not act. Ask an owner.

Why it happens. Buttons and pages follow your role. A viewer can only look. An operator can pay withdrawals, review slips, block customers, retry webhooks and look after a branch's bank accounts, but cannot manage head office's bank accounts, payment gateways, staff, the API key or head office's settlement. An owner can do everything. A page your role cannot use sends you to the Dashboard, with no message. A branch login can only open its own branch's pages; anything else sends it to Transactions.

What to do

1. Check your role: it is shown with your name at the bottom of the menu. The full list of what each role can do is in Your role in five minutes.
2. If you need more, ask an owner: Team → your row → Change role → Save role.
3. Branch staff: API key, Settings, Webhooks, Team, Sub-merchants, head office's bank accounts and Payment gateways are not part of a branch login. Ask head office.
4. On Settlement, press What can I do? or read the grey text in a cell to see who can act.

Who to ask. An owner of your business; for branch staff, head office.

A staff member has left — how do I cut off their login?

Owner Branch operator

What you see. A cashier or operator has left. On Team, each row offers only Change role and Reset password. There is no Suspend button there.

Why it happens. Suspending follows rank: you can only suspend someone of a lower role, never yourself or someone of your own rank. For branch logins there is a Suspend button. For head-office logins, no screen offers Suspend at all. A leaver who still has a working operator login can reveal customers' bank numbers and record withdrawal payments.

What to do

1. Branch staff: open the branch page → Staff → the person → Suspend. A branch operator can suspend their branch's viewers from My staff → Suspend. If the leaver is another branch operator and no owner is reachable, a branch operator can press Reset password on them now and not pass on the new password; that cuts them off until an owner suspends them.
2. Head-office staff: do it now, without waiting:
   1. Team → their row → Reset password → Reset password. They are signed out everywhere and their authenticator is cleared. Do not give anyone the new temporary password. That is what locks them out.
   2. Then Change role → Viewer → Save role. For a departing co-owner this is the only way to take away owner rights, because one owner cannot suspend another.
   3. Ask P2P platform support (or your reseller) to switch the login off for good.
3. Invite the replacement as a new login (Invite a staff member). Never hand over the leaver's login.

Who to ask. P2P platform support or your reseller, to switch off a head-office login for good. A suspended login cannot be switched back on from the portal; ask P2P platform support.

There's a support staff member we never invited, or it "decided" one of our withdrawals

Owner

What you see. Team lists a Viewer whose name ends in "Platform Support" and whose email ends in "@impersonation.invalid". Or a withdrawal under Decided shows that name in Decided by. Or a setting changed, or a staff member was invited, by nobody on your team.

Why it happens. When P2P platform support or your reseller opens a support session on your business, they work through this login. Nobody can sign in to it directly: it has no password and no authenticator. In a read-only session they change nothing. In a support-write session they can do a short list of things, such as recording a withdrawal payment, retrying webhooks, inviting staff or resetting a password, some matching settings, and recording money moved out of a bank account (including settling a branch's account). P2P's own records name the real person who acted.

What to do

1. Note the date and what changed: the Decided by entry, the Team change, or the setting.
2. Ask your P2P account contact or your reseller for the support session record. It names who did it.
3. If nobody at P2P or your reseller opened a session, report it as a security concern.

Who to ask. P2P platform support or your reseller.

This chapter is for owners. All head-office staff can read Settings, but only an owner can change it. Other roles see the current values, with a line such as Only OWNER-role staff can change routing settings. The bank-account and payment-gateway pages open for owners only; anyone else is sent to the Dashboard.

Settings at a glance

Owner Operator Viewer Support

Settings has four tabs:

Tab	What is on it
Profile	Your business's name, slug and status.
Integration	Webhook endpoint, Hosted-checkout return domains, and Manage credentials (the API key page). See the Developer appendix.
Matching & routing	How withdrawals are matched and deposits routed (next section).
Account	Your Data Processing Agreement and a bank-account summary.

Your display name and rate limit are changed by P2P, not here.

Matching and routing

Owner

Open Settings → Matching & routing. Each block saves on its own. Read How money moves through your account first: these settings change the flows it describes.

Withdraw matching

Two controls under Withdraw matching:

• Maximum deposits per withdraw: No limit, or a number. With a limit, each deposit that fills a withdrawal must be large enough, so withdrawals can wait longer for a match (staff can still pay them by hand). It only matters once partial fulfilment is allowed (below). Press Save.
• Avoid same-bank matches: Turn on or Turn off. A transfer between two accounts at the same bank often has no QR code on the slip, so it goes to manual review. Turning this on avoids those matches, at the banks where that is a known problem.

Both apply to withdrawals created from then on; withdrawals already waiting keep the rule they were created with. A branch can have its own values, set on its page (see A branch's withdraw matching).

Partial fulfilment

Allow partial withdrawal fulfillment shows EXACT only or PARTIAL allowed. With partial fulfilment allowed, one withdrawal can be filled by several smaller deposits. Press Allow PARTIAL fulfillment or Restrict to EXACT only.

The withdraw-allowance limit

Sub-merchant withdraw allowance limit decides when a branch's withdraw allowance is checked. It has two states, and neither of them is "off":

State	What is checked
Enforced on every fill	Every fill of a branch's withdrawal, including fills from your own branches' deposits.
Cross-merchant fills only	Only fills from another merchant's deposits.

A fill from another merchant is always checked, whatever you choose, because there the shortfall would be settled with another business's cash. Switch with Enforce on every fill or Enforce on cross-merchant fills only.

There is no longer a switch that keeps a branch's customers apart from your other branches. That now depends only on its pool: a branch in no pool is matched with its own customers only (see Matching pools).

If a branch's withdrawals are refused or never match, see A branch's withdrawal is refused or never matches.

Order amounts

Deposits and withdrawals use fixed amounts from ฿100 to ฿50,000. Under Order amounts, untick any amount you do not want to offer, and press Save amounts. Leave every amount ticked to offer the full set. At least one must stay ticked. Your system is refused an amount you have not ticked. If a customer asks for another amount, see The customer wants an amount you don't offer.

Payment window

Reservation expiry window is how long a customer has to pay and confirm a deposit before it expires: 5 minutes unless you change it. Enter 5 to 30 in Expiry window (minutes) and press Save window, or press Clear (use default) to go back to 5. A longer window means fewer expired deposits, but a matched withdrawal waits longer for a customer who never pays.

Deposit routing

Under Deposit routing:

• P2P cutoff (฿): deposits at or below this amount try to match a waiting withdrawal first; larger ones go straight to your accounts and gateway. Leave it blank to always try a match first.
• Pool order: which of your own rails is tried first: Round-robin (default), Payment gateway first, then bank or Bank account first, then gateway.

Press Save routing.

Bank accounts

Owner

Your bank accounts receive your customers' deposits on the bank route. Two pages show the same accounts:

• The menu's Bank accounts opens Deposit accounts: how deposits are shared out, and how much each account holds.
• Its link Add, activate or deactivate accounts opens the page where you add accounts and switch them on and off.

Add, edit, and switch accounts on and off

1. Bank accounts → Add, activate or deactivate accounts.
2. To add one, fill in Add bank account: Bank, Account holder name and Account number. Press Add account. An account you add yourself can receive deposits at once: by adding it, you vouch for it.
3. To correct one, press Edit, change the details (leave the account number blank to keep it) and press Save changes.
4. Deactivate and Activate take effect at once, with no confirmation.

Accounts marked Managed by the payment gateway belong to a payment gateway. Switch them on and off under Payment gateways.

Share deposits across your accounts

1. Open Bank accounts.
2. Under Allocation plan, choose how deposits are shared: Round robin, Least accumulated first or Random. It is saved as soon as you choose.
3. On an account, press Edit to set its Daily limit (THB) (blank for no limit) and Priority, then press Save. An account is skipped for the rest of the day once it reaches its limit.
4. Each account shows Today's deposits and Last used. View transactions lists the deposits it received.

If you see … active account(s) will not receive deposits, those accounts are switched on but not verified, so routing skips them and they never receive anything. Press Show only these to list them, and ask P2P platform support to verify them.

Money held, and money you moved out

Each account shows In, Out (recorded) and Remaining. Withdrawals you paid by hand are not counted in Out (recorded), so the remaining figure can be higher than your bank balance. See Money held in a bank account.

To record cash you moved out of one of your own accounts:

1. On the account, press Record money moved out.
2. Fill in Amount moved out, Date (the date on your bank statement, not today's), What was it for?, and Sent to if it went to an account.
3. Press Record it.

This only lowers the figure. It does not change what you owe anyone; to pay a branch, use Record a payment. No screen can undo it, so check the amount first.

Payment gateways

Owner

A payment gateway lets customers deposit by scanning a QR code, and lets you pay withdrawals from your gateway balance. You register the gateway account you hold with the provider here.

Register and switch on a gateway

1. Open Payment gateways.
2. In Add a payment gateway, choose Whose gateway is this? (your business or one of your branches), then fill in Name, pick your provider's Gateway address from the list (you cannot type your own), and enter the API key and API secret from your provider. Press Add gateway. A new gateway starts switched off.
3. Copy the Callback URL with Copy and paste it into your account settings at the provider. Until you do, the provider takes payments but never tells P2P, so deposits and payouts sit unfinished.
4. Press Test. When it says the connection works, press Enable. If the provider refused the key, check it and test again.
5. Under What this key costs, enter the rate your provider charges for Deposits and Withdrawals as a percentage (2.2 means 2.2%), and press Save rates. P2P never takes this money; it needs the figure so your pricing covers it.

Change or switch off a gateway

• Replace keys: enter the new key and secret from your provider. The current ones are never shown back.
• Rename: change its display name.
• Disable: takes effect at once, with no confirmation. Deposits then use your other rails.

Gateway reconciliation

Owner Operator

Sometimes a gateway deposit is credited from the customer's slip because the gateway never confirmed it (see A payment-gateway deposit never settles). This page lists those deposits so you can check each one with the provider. It only keeps a record; no money moves.

1. Open Gateway reconcile. Leave Pending only ticked to see what still needs checking.
2. Press Evidence to compare what the gateway was told with what the slip says.
3. Check with the gateway provider, then press Confirm, or Flag with a reason and Save flag.
4. Customer attachments lists pictures customers attached on the checkout. They are not checked and do not prove payment; forward one to the provider's support if they need it.

Priority grants and thresholds (not live yet)

Owner Operator Viewer

These two pages are about moving some customers' withdrawals up the queue. Neither changes anything for your customers today. Unless P2P tells you withdrawal priority has been switched on, your withdrawal queue is first come, first served.

• Priority grants is a read-only list. New grant and Revoke are not available yet.
• Priority thresholds (owners): you can set the number of completed deposits for each tier and press Save thresholds, or Clear override. The values are saved, but they only take effect once P2P switches withdrawal priority on.

When something goes wrong with your rails

Customers can't deposit after we switched a bank account off, or a branch's deposits land in head office's account

Owner Operator Branch operator

What you see. New deposits fail when no withdrawal is waiting to be matched. Your system gets an error saying no deposit destination is available, and a customer on the payment page sees an English message beginning "No deposit destination available". Or a branch's customers start paying into head office's accounts, and You owe on Settlement grows.

Why it happens. P2P sends each deposit to a waiting withdrawal first, then to the branch's own active accounts (when branch accounts are in use), then to your active accounts and gateway. Nothing stops you switching off the last account. With no active account, no gateway and no match, the deposit fails. An account run by your reseller or by P2P is used only if one has been set up for you. A branch with no active account falls back to head office's accounts, and head office then holds the branch's money.

What to do

1. Owner: Bank accounts → Add, activate or deactivate accounts. Make sure at least one account is active. Switch one on, or add one (Add, edit, and switch accounts on and off).
2. On Bank accounts, check for … active account(s) will not receive deposits. Unverified accounts never receive deposits.
3. For a branch: the branch page → Bank accounts (an owner; a head-office operator can use it too, but Sub-merchants is not in an operator's menu, so open the branch page from a link an owner gives you), or My bank accounts (branch operator). Add or switch on an account.
4. Next time, switch the replacement on before you switch the old account off. If the old account still shows money held, record what has left it while it is still active (Money held in a bank account); a switched-off account shows Reactivate this account before settling it.
5. Rows marked Managed by the payment gateway are switched under Payment gateways.

Who to ask. P2P platform support: to verify accounts, to set up gateway access, or to ask about a fallback account. If a branch's deposits keep landing in head office's accounts although the branch has an active account, ask support whether branch accounts are switched on for your platform.

This chapter is for your developer, and for the owner who holds the keys. Branch staff cannot open any of these pages.

What your developer needs

Owner Operator

What	Where
Merchant ID and API base URL	API key (owners). Safe to share with your developer.
The API key and the signing (HMAC) secret	Shown once, when issued or rotated. See API key and signing secret.
Where P2P sends webhooks	Settings → Integration → Webhook endpoint. An owner presses Edit profile, enters an https address in Webhook URL and presses Save changes.
Where customers return after the payment page	Same tab → Hosted-checkout return domains: one host per line, then Save domains. With no domain registered, the hosted payment page is switched off.
Branch codes	Sub-merchants → Code. Your system sends the code with each branch's deposits and withdrawals.
The full guide	Integration guide. See The integration guide.

P2P sends your system two kinds of notification as money moves: one for deposits and one for withdrawals. It asks your system for a signed balance before a withdrawal only if P2P has switched balance checks on for you; by default it does not (see Withdrawals are refused after balance checks were switched on).

API key and signing secret

Owner

API key & HMAC secret shows your current key's Fingerprint and when it was last rotated, never the key itself. The key and the secret are each shown once, when issued. If either is lost, rotate it and update your system in the same sitting.

Rotate the API key

1. Press Rotate API key.
2. Type ROTATE in the box (Type ROTATE to confirm) and press Confirm rotation.
3. Copy the New API key and put it into your system now. Then press I've saved it — hide.

The old key stops working the moment you confirm. There is no overlap. You can rotate at most 5 times an hour.

Rotate the signing secret

1. Press Rotate HMAC secret.
2. Type ROTATE and press Confirm rotation.
3. Copy the New HMAC secret into your webhook receiver, then press I've saved it — hide.

From that moment P2P signs everything with the new secret only; there is no period where both work. The secret is base64: your system must decode it and sign or verify with the decoded bytes. If P2P asks your system for balance checks, your replies must be signed with the new secret too. You can rotate at most 3 times an hour.

The webhook delivery log

Owner Operator

Webhooks (Webhook delivery log) lists every notification P2P sent your system.

1. Search with Paste an idempotency key or order id, or filter by status: All statuses, Delivered / success or Failures only.
2. Each row shows the event, the amount, its status (Delivered, Failed, Dead letter and so on) and Where it stopped, which says in plain words where a delivery failed, for example Your URL redirects — we never follow redirects, Your endpoint rejected it or We couldn't reach your endpoint. A banner above the list sums up the failures on screen.
3. View opens Delivery detail: the payload, where it was sent, both idempotency keys and every attempt.

How retries work:

• A failed delivery is retried automatically, first after about 30 seconds, then with the wait doubling up to 30 minutes, until its attempts run out. It is then Dead letter.
• Retry (on a failed or dead-letter delivery) queues one more attempt of the same delivery, up to 12 attempts in all. If that attempt fails too, the delivery goes straight back to Dead letter and nothing retries it automatically.
• Resend (on a delivered one) sends a fresh copy with a new delivery ID. Your system receives the same event again.

The integration test page

Owner Operator Viewer

Integration test lets your developer check each part of the integration:

• Outbound webhooks: pick an event and press Send test. P2P sends a real, signed test notification to your live webhook address, marked test: true, and shows what your system answered.
• Inbound API: try the calls your system makes to P2P.
• LLM Prompt and Code examples: the guide as a prompt, and sample code.
• Tools: HMAC signature tester shows the exact signature P2P would send for a body, or checks one you received. It uses your stored secret; never paste the secret anywhere.

The certification exam

Owner Operator

Certification exam (Integration certification) sends your system a sequence of about thirty real, signed test events and grades how it handles each one. Anyone can read the checklist; starting a run needs an owner or operator.

1. Under Where should the exam send?, enter an address in Exam webhook URL (https only) and press Save. Use a test endpoint if you have one.
2. Under Your test subjects, add pairs of an order ID and a user ID that your own system issued. The exam checks that your system finds the right customer from each order ID.
3. Read What you need to have built: everything on it is graded.
4. Press Start the exam. Results appear step by step. The grade is Not certified, Transport certified or Ledger attested.
5. Previous runs keeps every run. You can sit it again as often as you like; the result does not limit what you can do on P2P.

The integration guide

Owner Operator Viewer

Integration guide is the full partner guide, the same one P2P serves to developers. Choose a Language. English is the reference; the other languages are machine drafts still under review, and say so. Try it in the playground opens the test page.

When the integration goes wrong

We rotated the API key or the signing secret and our integration stopped working

Owner Operator

What you see. Straight after a rotation, your system's calls to P2P are refused as unauthorised. Or your webhook receiver rejects every signature, and Webhooks fills with Failed or Dead letter rows.

Why it happens. Both rotations take effect at once, with no grace period. The old key stops working immediately, and nothing is signed with the old secret again. The new value is shown only once. If you use balance checks, the secret also signs those.

What to do

1. New API key not copied? Rotate again (Rotate the API key) and put the new key into your system. The lost one is gone for good.
2. After a secret rotation: put the new secret (base64, decoded before signing) into your receiver.
3. Then open Webhooks → Failures only, and press Retry on each failed delivery. A retried delivery is signed when it is sent, so it carries the new secret.
4. Next time, rotate in a quiet period, and have your receiver accept both the old and the new secret for a short while.

Who to ask. P2P platform support, if deliveries still fail after your receiver is fixed.

Webhooks to our system are failing, dead-lettered, or arriving twice

Owner Operator

What you see. Webhooks shows Failed or Dead letter rows. Or your system's balances disagree with P2P. Or your system received the same event twice. Or, during the certification exam, your endpoint received about thirty signed events.

Why it happens. A failed delivery is retried automatically, with longer and longer waits, until its attempts run out; then it is dead-lettered. Retry buys exactly one more attempt. Resend sends a fresh copy of a delivered event, so your system sees it twice. The exam and the test page send real signed events marked test: true.

What to do

1. Webhooks → Failures only → open a row with View. Read Where it stopped and the response.
2. Fix your endpoint first, then press Retry. If you see This delivery has used all of its retries. Retrying again will not help — contact support to have it investigated. stop retrying and contact support.
3. Use Resend only for a delivered event you need again. Your system must ignore a repeat, using the idempotency key in the event.
4. Before Start the exam, set Where should the exam send? to a test endpoint. If you use your live one, make sure your system reads test: true.

Who to ask. P2P platform support, with the delivery's ID from Delivery detail.

Customers can't start a deposit: "We couldn't set up your payment right now"

Owner

What you see. Several customers report We couldn't set up your payment right now. Please close this page and start the deposit again. If it keeps happening, contact support — do not transfer any money until you see the account details. Or they see an English message beginning "No deposit destination available". Or deposits go to a different rail than you expect.

Why it happens. The first message appears only when a payment gateway fails. The English message appears when P2P found nowhere at all to send the deposit: no waiting withdrawal, no usable bank account, no gateway. A bank account receives deposits only if it is switched on and verified. A gateway whose provider rejects your key is skipped, and the next rail is used. Your routing settings decide whether the gateway or your bank accounts are tried first.

What to do

1. Owner: Bank accounts. Check that at least one account is active and verified. If you see … active account(s) will not receive deposits, press Show only these and ask P2P support to verify them.
2. Payment gateways: check which gateways are on. If one keeps failing, press Test. If the provider refuses the key, use Replace keys with fresh keys from the provider, or switch the gateway off so deposits use your bank accounts.
3. Settings → Matching & routing → Deposit routing: check Pool order.
4. See also Customers can't deposit after we switched an account off.

Who to ask. P2P platform support: to verify accounts, to set up a gateway the provider keeps refusing, or to ask about a fallback account.

Every new payment link we send the customer says "Link expired"

Owner

What you see. A customer's deposit lapsed. Each time your system sends them a new payment link, it opens on Link expired. The first attempt may have ended on We couldn't set up your payment right now. Please close this page and start the deposit again. If it keeps happening, contact support — do not transfer any money until you see the account details.

Why it happens. Your system creates each payment link with an idempotency key. P2P never marks an expired link as finished, so it keeps that key for up to 24 hours. When your system asks again with the same key in that time, P2P hands back the same dead link.

What to do

1. Ask your developer to check that every new deposit attempt is created with a new idempotency key (the X-P2P-Idempotency-Key header). Reuse a key only when repeating the very same request after a network error.
2. Send the customer the newly created link.
3. If the customer says they already paid on the old link, don't send a new one. Treat it as a late payment: see The customer paid after the payment window closed.

Who to ask. Your developer first. P2P platform support, if a link created with a fresh key still opens as expired.