Handling errors on the website

FencyPay Articles
We're a small team and we have our other retail business of 16 staff spread across 4 counties in Central NM...so we know FOR A FACT that you will find errors and bugs in FencyPay from time to time.

What to do when something breaks?

First off...don't panic.

99% of the time it's a little hiccup and closing the browser and starting over works. If it's a customer trying to check out having them log out, then log back in, and then scanning the code again will refresh things enough and it will work the way it's supposed to.

If that doesn't work and you still get an error or something doesn't seem to be working:

  1. First open a tech support ticket(you must be logged in with a verified e-mail for tech & billing support)
  2. Give us as much info as possible, the more the better
    1. What were you trying to do?
    2. What page were you on before?
    3. Do you already have an account and have used the app successfully before?
    4. what was the error message or what happened that was unexpected? Be specific! Copy & paste any error text that gets shown and put it in the ticket.
    5. Screenshots of the error or unexpected behavior helps, too
  3. With that info and lots of detail we usually know what the problem is and can work on a fix by the next morning

We really appreciate all the customers and merchants who help us find all the little mistakes we miss and give us feedback on what works and what doesn't so we can continually improve the service for everyone.


Article ID: 11, , Modified: 9/29/2025 at 1:34 PM

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