Why is a column or screen missing for me?
There are four different reasons, and the fix differs for each:
Known data-conditional elements: the
User Fee and Mini Apps Info columns on
Service → Payin, and the Initiation Type column on
the payment list — see
Transaction & Refund Field Reference.
Why does my payment list have a Sub Merchant Id column when my colleague’s does not?
Because the column is only rendered for accounts that operate sub-merchants. Where your account has none,Sub Merchant Id is absent from the payment list entirely rather than showing a column of
dashes.
If you expect it and do not have it, the question is whether your account is set up with
sub-merchants at all — not a Portal setting. The same applies in reverse: a colleague signed in
against a different merchant account can legitimately see a different column set from yours.
Which product tabs do I get on Payments Analytics?
Tabs are derived from the products your account is signed for:
So an absent tab bar is not a fault; it means there is only one product to look at. You cannot add a
tab from the Portal — it follows the contract.
Why do I get a funnel instead of a table (or the other way round)?
The view follows how many payment methods you selected:
That is the whole rule. If you want the funnel back, reduce the payment method selection to one or
clear it; if you want the comparison table, select at least two.
Which time intervals can I choose, and why is one greyed out?
The available granularity depends on the length of the date range you picked. The range is never restricted — the interval list is:
A disabled option carries a tooltip explaining exactly what to change:
Changing the date range resets the interval rather than leaving an invalid one selected: a
single-day range resets to
Half-hourly, anything longer resets to Daily. So if your interval
changed by itself after picking new dates, that is why — set it again after the date change, not
before.
What date range does Payments Analytics start with?
The last 30 days, withDaily granularity. Both are editable; the range picker imposes no
maximum span of its own, and days are not greyed out.
Very wide ranges at fine granularity are constrained by the chart’s own rendering rather than by a
hard limit, so a long range with Daily is legitimate — expect the chart to compress rather than
refuse.
Why does Payments Analytics warn me about freshness?
The screen carries a standing notice that data is refreshed on a short interval and that transactions completed recently may not yet be reflected in the current view. Take it literally: a payment taken a minute ago may be absent from analytics while being fully visible on the transaction list. The transaction list is the source of truth for whether an individual payment exists; analytics is an aggregation over it. The Home dashboard has its own, different freshness model — see Home Dashboard.Can I split subscription conversion into first payment and renewals?
Yes, on theSubscription tab only. A three-way selector appears:
The selector is not rendered on the
One-time Payment tab, because the distinction does not exist
there. Switching tabs resets the selection to All.
This split is often the answer to “our conversion looks worse than we expect” — first payments and
renewals convert quite differently, and All blends them.
Why did my payment-method filters clear when I changed country?
Because payment method availability depends on country, so a country change invalidates the narrower selections. ChangingCountry/Region clears both Payment method type and
Payment method and reloads the options for the new selection.
The same cascade runs one level further down: changing Payment method type clears
Payment method.
Set the filters top-down — country, then type, then method — and nothing will be cleared under you.
Why is the payment-method-type filter disabled?
Because there are no options to offer for the countries currently selected. The filter is disabled rather than shown empty, which distinguishes “nothing matches your country selection” from “everything matches”. Widen or clearCountry/Region and the options reappear. The payment method list is also filtered
by what your account is contracted for, so it will never offer a method you cannot transact on.
Why is there no currency filter on Payments Analytics?
There is not one on this screen. Its filters areCountry/Region, the date range, the interval,
Payment method type and Payment method, plus the product tabs and — on subscriptions — the stage
selector.
If you need a currency view, work from the transaction list or the exports, where currency is
carried per record. See Exports & Report Downloads.
Why can’t I edit the Tokenization Notify URL in sandbox?
Because that one control is restricted to production. The three notification URLs behave differently:
The URLs are per API operation type row on Settings → Integration, so a merchant holding several
of
Payin, Payout, Payin & Payout, Withdraw and Client configures them per row rather than
once. Where a row has no URL set, the cell shows -.
Where to find the page and how the URLs relate to your API keys is covered in
Portal Self-Service Security Configuration.
Why was my notification URL rejected when I saved it?
The dialog validates the URL before it will let you save, and shows exactly one message:“Invalid URL: must start with http:// or https:// and be a valid address.”The check requires all of the following:
Length caps differ by URL:
The dialog shows a live character counter against the applicable cap, and stops accepting input at
it — so a truncated URL means you hit the cap rather than the field misbehaving.
To remove a configured URL, clear the field and save. The dialog states this (“leave blank to
remove”), and a blank value is accepted without triggering the validation error. Saving takes effect
without an approval step.
Where can I filter by settlement status?
On the Disputes list, where settlement status is both a column and a filter. The payments list does not carry it — see Transaction & Refund Field Reference. For settlement figures at the transaction level, work from the settlement reports: Settlement reports.Why do numbers on analytics not match the transaction list exactly?
Three structural reasons, all expected:
For a figure you intend to reconcile against, export from the transaction list rather than reading
it off a chart. Metric definitions are in
Portal Dashboards & Analytics.