ePay (formerly MOCA) vs. Alternatives: Which Payment App Wins?

Troubleshooting ePay (formerly MOCA): Common Issues and Fixes

Here are common problems users encounter with ePay (formerly MOCA) and step-by-step fixes to get back to smooth payments.

Quick fix: Force-close the app, then reopen.
If that fails: Restart your device.
If still crashing: Update the app (App Store / Google Play). If already up to date, uninstall and reinstall the app — note: ensure you know your login credentials before uninstalling.
Persistent issue: Check device OS version; update the OS if outdated. If problem continues, contact support and provide app version, device model, and OS version.

Confirm credentials: Re-enter email/phone and password carefully; check for accidental spaces or wrong capitalization.
Reset password: Use the app’s “Forgot password” flow and follow the reset link or SMS code.
Two-factor/authentication issues: If you don’t receive codes, check SMS settings, network, and blocked senders. If using an authenticator app, ensure device time is correct.
Account locked: Wait the lockout period or use account recovery; if needed, contact support with the email/phone on the account.

Check balance: Ensure sufficient funds or linked card limits.
Card details: Verify card number, expiration, CVV, and billing address match your bank records.
Network/timeout: Retry on a stable connection (Wi‑Fi or mobile data). Avoid low-signal areas.
Merchant limits: Some merchants block certain cards; try another payment method.
Bank blocks: Contact your bank—fraud prevention may block unusual transactions.
If recurring failure: Save transaction reference and contact ePay support with the reference, time, and amount.

Processing times: Allow the stated processing window (minutes to a few business days depending on method).
Confirm transaction status: Check in-app transaction history for pending vs completed.
Bank posting delays: Check your bank or card statement; sometimes processing completes on the bank side after the app updates.
Contact support: If past the expected window, provide transaction ID, amount, and timestamps.

Accepted cards: Ensure the card type is supported (credit vs debit; network: Visa/Mastercard).
Correct details: Re-enter card number, CVV, expiry, and billing address exactly as your bank has them.
3D Secure/verification: Complete any OTP or 3D Secure challenge from your bank.
Card issuer restrictions: Some banks block third-party wallet linking—contact the bank.
If verification fails repeatedly: Try another card or payment method and contact support with error details.

Camera access: Ensure the app has camera permission enabled.
Lighting & focus: Improve lighting and hold steady; clean the camera lens.
QR quality: Ensure QR is not distorted or partially obscured; try enlarging it.
App update: Update the app if scanning features are buggy.
Manual entry: Use manual code or merchant ID entry if available.

In-app settings: Ensure notifications are enabled in the app.
Device settings: Enable app notifications in OS settings and check Do Not Disturb mode.
Network: Ensure a working internet connection.
SMS issues: If OTPs come by SMS, check message filters or blocked senders.
If missing confirmations: Verify transaction status in-app and save receipts or screenshots.

Document clarity: Upload clear, color images of ID and documents; ensure all corners visible.
Match details: Ensure name and DOB match exactly with your ID and bank records.
Supported documents: Use accepted document types and formats.
Rejections: Review rejection reason, correct the issue, and resubmit.
If stuck: Contact support and include the rejection message and your user ID.

Refresh: Pull-to-refresh or reopen the app to sync.
Pending holds: Account for pending transactions or authorizations that reduce available balance.
Sync delay: Allow short delay for backend reconciliation.
If mismatch persists: Provide recent transaction IDs and timestamps to support.

Immediate steps: Change your password, enable 2FA if available, and log out of other devices.
Review activity: Check recent transactions and device sessions in the app.
Report: Contact support immediately to freeze account or reverse unauthorized transactions.
Follow bank guidance: Notify your bank if cards were compromised.

Provide: transaction ID, time and date (with timezone), amount, device model, OS version, app version, and screenshots of errors or receipts.
Use in-app support/chat first (if available) for faster resolution; escalate to email/phone if needed.