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Troubleshooting
Find the solution to issues you come across when using Payhawk and its spend management solution.
24 articles
I cannot add my Payhawk card to Google WalletTroubleshoot card issues when being unable to add your Payhawk card to Google Wallet.
I cannot pay with my Payhawk card from Google WalletTroubleshoot card issues when being unable to pay with your Payhawk card from Google Wallet.
I haven't received my cardWhy does it take so long for my card to arrive? Where's my Payhawk card?
I cannot log inI can't log in to Payhawk with my email. What to do if I'm not able to log in to Payhawk with my email credentials?
How can I change my company's trading and delivery address?How can I change the business details of the company?
How can I request an audit letter from Payhawk?How to ask Payhawk to confirm my company's financial info to my auditor? Which address/data to include in the audit letter?
I'm missing my receiptI don't have receipts for my expenses - what to do if I'm missing or lost receipts for my card expenses?
Why is my card transaction pending?I paid with my card a long time ago - why is the transaction still pending and the money didn't go?
How can I log in to Payhawk?Can I log in to my Payhawk account with my email? How do I know if we have single-sign-on (SSO) enabled for the company?
How can I update my email with Payhawk?The email with which I registered with Payhawk and activated my account changed. How can I update/modify/change it in Payhawk?
How can I update my phone number in Payhawk?My phone number linked to/associated with my Payhawk account changed. How can I modify/change/update it in Payhawk?
I don't receive a verification SMSThe country code of my code is a non-EU/EEA/US. I don't receive a verification SMS. How to verify/register with Payhawk as don't get a code?
How can I resend email invites to employees?The invitation to an employee has expired. What to do to invite employees again/resend invites to Payhawk so that they can register?
Can I use my card at self-service gas stations?I paid at a self-service gas station with my card. What amount will the merchant take? For how long will the maximum amount be blocked?
Can I pay with my card for accommodation and car rentals?I paid at a hotel and rented a car with my card. When will the money be taken by the merchant? When will the hold on the money be released?
My card transaction failedWhy cannot I pay with my Payhawk card? What to do if the payment with my card has failed?
The External ID of my custom field is missing from the exportWhy the External ID of the custom field is missing from the export file even though it's filled in the expense?
I'm not able to connect to Qwist or top up funds for my German entityHow can I link the EUR bank account of my Germany-based entity to Payhawk when the Qwist connection or top-up fails?
Resolving ACH Return Code R29: Unauthorized TransactionResolve the issue when a recent ACH debit from your account was returned with an R29 code error.
I must remove users from Payhawk before the next Merge sync with HRISHow can I remove an employee before the next sync with my HR system by Merge as soon as possible?
An updated email in HRIS is not changed in PayhawkI changed an employee's email address in our HR system but the email is not updated in Payhawk.
Employees are asked to revalidate phone numbers after successfully connecting to HRISWhy are employees required to revalidate their phone numbers after a successful connection between Payhawk and our HR system?
Can I resume the process if I’ve canceled the HRIS connection midway?The data sync during the HRIS connection process took long and I canceled the process. What to do next?
Employees and employee properties are not synced from HRIS to PayhawkWhy are employees and some employee properties not synced from our HR system to Payhawk?