Payments and Documents

Symptom	Check
Payment link expired	Create a new request if permitted; do not edit an existing provider amount.
Payment is pending	Wait for backend confirmation or reconciliation.
Customer returned from PayHere but status did not change	Refresh while the public link remains active and wait for backend callback processing; browser return is not final payment proof.
Authenticated invoice result is pending or processing	Choose Check status again for one fresh backend read. The page does not poll, retry checkout, or infer success from the return URL.
Authenticated invoice result and invoice balance differ	Treat them as separate saved facts. A manual settlement does not prove online success, and a received online attempt may leave a balance. Follow any reconciliation guidance or contact the service center.
Invoice online-payment preparation failed	Retry once from the same invoice. If it stays unavailable, use the service center’s approved alternative; do not copy diagnostics or attempt to construct a provider URL.
Public payment page temporarily cannot load	Choose Try loading again. This repeats only the authorized status read and does not retry the payment or contact PayHere.
Clean payment URL does not open in another tab	Reopen the original authorized link. Motornauts removes the credential from the address bar and keeps it only in the tab that opened it.
Public payment link became unavailable after return	The capability is revoked when the request expires or reaches a terminal state. Check the authenticated customer portal or ask authorized staff to confirm the backend payment/reconciliation state.
Payment failed	The original public link is terminal and cannot retry. Confirm backend state in the authenticated portal or protected staff workspace, then create a replacement request only when policy permits.
Payment is under review	Staff should check reconciliation state and avoid exposing provider internals. The customer must not retry or treat a successful-looking provider return as confirmation.
Online payments show provider not ready	In Settings > Online payments, follow Set up online payments: resolve configuration checks, confirm the intended environment and explicitly enable checkout.
Online-payment credentials were rejected	Confirm you selected the intended Test checkout or Live checkout card and kept the displayed approved checkout address. Re-enter both write-only credential values; Motornauts never restores them after an error. Do not paste credentials into support notes.
Online-payment settings say they changed	Refresh the workspace before retrying. Another credential or checkout-setting update changed the configuration after this page loaded. Check the current configuration before enabling checkout again.
Readiness approval remains disabled	Save active credentials for that setup first. Then verify every displayed check, enter a sanitized validation reference, and type `APPROVE`. The page does not provide a live provider test.
PayHere handoff is unavailable	Confirm `PAYMENT_REQUESTS` is enabled, the staff role can create/send requests, the request is payable, the currency is supported, and provider readiness is current.
Motornauts says an active payment link already exists	Reload the invoice/payment workspace and use the existing pending or processing link identified by the conflict. Do not generate or share a second full-balance link.
Standalone request is missing from the queue	Clear filters, confirm the effective status and authorized branch, and search with at least two customer-known characters. Assigned-branch staff cannot search all branches.
Renewed link was not delivered to the customer	Renewal only revokes the old link and prepares a new one for the current staff session. Copy it and use the service center’s approved customer channel; do not claim that Motornauts sent a message.
Payment request says reconciliation review is required	Do not cancel, expire, renew, retry, or mark it paid merely to clear the warning. Follow the safe review guidance and treat backend payment state as authoritative.
Invoice action is unavailable	Confirm the signed-in role has the specific issue, void, manual-payment, or payment-request permission and that the invoice is in an allowed state. Read access alone does not grant mutations.
Invoice list or detail cannot be verified	Customers should refresh and confirm they used the tenant portal; staff should also confirm branch access. Motornauts hides partial invoice data when the protected response or invoice identity cannot be verified. A PDF failure remains local to the PDF panel.
Invoice PDF download returns to the workspace	Refresh the PDF state. Download requires the same invoice, an available current artifact, and a short-lived HTTPS access link; Motornauts rejects mismatched or unsafe links.
Document template cannot load	Choose one of the four verified document types and refresh. Motornauts hides the whole editor when access, artifact binding, or the structured response cannot be verified.
Document template says it changed	Another authorized update changed the draft or published version. Refresh, review the current version, and reapply the intended edit instead of overwriting it.
Selected logo is unavailable	Return to Brand and support, confirm the raster logo finished verification, then refresh Document templates. Do not copy or construct a signed image link.
Template preview is unavailable	Keep the draft unchanged and refresh later. The preview is synthetic and non-mutating; do not generate or download a live customer PDF to test a layout.
Template publish failed	Confirm every displayed block, column, label, and variable is valid, refresh for current version/logo state, and retry once. Publishing creates an immutable future version; it never edits an existing PDF.
PayHere became provider-not-ready after credentials changed	This is expected after credential rotation. Check the new setup and explicitly enable checkout again; existing requests continue to verify callbacks with their bound historical version.
PayHere reports configuration unavailable	Ask the platform operator to verify the selected PayHere environment and the public return/callback base URLs. Production does not fall back to localhost or accept an unknown environment value.
Amount or currency mismatch appears	Do not mark the payment complete. Escalate for reconciliation and create a new approved request only if policy allows it.
Generated PDF remains unavailable	Check private R2 readiness and retry generation only after credentials/bucket are complete. A failed write or stored metadata mismatch is not treated as an available document.
Duplicate callback or replay warning appears	Treat the backend state as authoritative. Motornauts preserves a sanitized attempt record and prevents the same fingerprint from applying side effects twice; do not edit payment history.
Customer asks where card details are stored	Explain that PayHere hosts card/payment entry. Motornauts stores request status and safe provider status records, not card numbers.
PDF is unavailable	Check module readiness and document generation state.
PDF is generating	Wait for the generated artifact state to finish.
PDF generation dispatch failed	The document moves to a failed state instead of remaining stuck. Keep using the on-screen view and retry generation with the same authorized document context.
PDF download fails	Check permission, customer ownership, private-link expiry, and document state.
Customer inspection report is missing or not downloadable	Open the exact service detail and confirm the inspection is submitted. Download requires current vehicle ownership, a customer-safe inspection binding, PDF readiness, and a current available artifact; document failure does not remove service progress.
Customer vehicle document upload fails	Check that the customer still owns the vehicle, the session is current, and the file is a supported PDF/JPEG/PNG/WebP within the accepted size. Retry from the vehicle page; do not request or share a storage URL.
Vehicle details load but documents do not	Keep using the plate, vehicle details, and history. Retry the document section later; a document-region failure is not evidence that the vehicle was deleted.

Never paste raw payment callbacks, provider signatures, checkout hashes, private document keys, or private document links into support notes.