Troubleshooting & FAQ

A member says USSD doesn't show their due.

Check the member is Active, the payment type is active with USSD enabled, and they match its eligibility rules. Open the payment type's rules page and look for them in the preview.

A payment is stuck on Pending.

The member may not have approved the MoMo prompt. Open the payment and press Recheck. Pending payments are re-checked automatically every hour and expire if never confirmed.

"This number is not registered" on USSD.

The phone isn't on any member record. Add or correct the member's phone number, or they can pay by entering their Member ID, which also tells EBITS Pay their organisation.

Do members need our organisation code?

No. Everyone dials *928*7#. The phone number (paying for myself) or the Member ID (paying for someone else) identifies the organisation.

Members aren't receiving SMS.

Check SMS → message log for the error. EBITS staff can check the gateway balance and send a test under SMS settings.

I can't see a menu or button.

Your role doesn't include that permission. Ask your Administrator to change your role under Roles & permissions.

I forgot my password and have no phone number on my account.

Ask your Administrator to add your phone number on Team and press Reset password.

The import skipped some rows.

Download the skipped rows from the final import screen, fix the reasons shown (usually a missing or invalid phone number) and import that file again.

Do we each need our own sign-in link?

No. Everyone signs in at the same EBITS Pay address. As soon as you sign in, EBITS Pay knows which organisation you belong to and loads its logo, name and colours.

How do I save a report as PDF?

Open the report, press Print / Save as PDF and choose Save as PDF as the printer.

Quick reference