Common Issues and Limitations – Paystand Help Center
Access and Login Issues
Why can’t a user sign up?
Access is determined by the Primary Contact Email on an ERP customer record.
If sign-up fails, verify that:
- The email is set as the Primary Contact Email, not a secondary or billing email.
- The customer record is synced to Paystand.
- The record belongs to a subsidiary connected to Network Portal, if applicable.
Invoice Visibility
Why can’t a customer see certain invoices?
Network Portal only displays invoices that:
- Belong to the specific ERP customer records tied to the user account.
- Are successfully synced through Paystand.
- Meet any configured invoice filtering rules, if applicable.
Network Portal does not:
- Consolidate invoices across multiple ERP customer records that don't share the primary contact.
- Provide parent-child or hierarchy-based rollups.
- Display invoices from unconnected subsidiaries.
Payment Visibility
Why is a payment not visible?
Network Portal only displays payments processed through Paystand.
The following payments will not appear in the Portal:
- Payments recorded directly in the ERP
- Payments made outside of Paystand
- Payments processed through other payment processors
Refunds and refund status indicators are not currently displayed in Network Portal.
Role and Access Limitations
- Roles apply only within a single ERP payer record.
- Removing a user permanently deactivates their access.
Structural Limitations
Network Portal does not currently support:
| Not Supported | What That Means |
|---|---|
| Automatic role updates after ERP email changes | Changing an email in the ERP does not automatically update Portal access behavior. |
| Administrative impersonation | Admins cannot log in as another payer within the Portal. |
| Visibility into non-Paystand transactions | Only Paystand-processed transactions are shown. |
Important
Network Portal reflects your ERP structure. If customer records, contacts, or subsidiaries are configured incorrectly in the ERP, the Portal will reflect those same inconsistencies.
Before escalating an issue, verify:
- The correct ERP customer record
- Primary contact email configuration
- Subsidiary connection
- Sync status
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Common Issues and Limitations