Troubleshooting
Find quick answers to common questions about our product, payments, and how we help improve approval rates.
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Find quick answers to common questions about our product, payments, and how we help improve approval rates.
Can't find what you're looking for? Drop us your email and we'll get back to you.
Yes — if you wish to pause SmartRetry, you can either contact your account manager or simply stop sending transactions to our API.
When no new transactions are sent, SmartRetry automatically remains idle, and you’ll only be billed for previously processed transactions.
If your API temporarily fails or doesn’t respond, you can monitor the system’s current health anytime via our status page at status.smartretry.com
You can confirm SmartRetry’s activity by viewing retry events in your dashboard or logs.
Each retried transaction includes a reference to the SmartRetry process, with timestamps and result details.
If you’re not seeing retries triggered as expected, contact support@smartretry.com or via Discord channel and our team will review your integration.
If your approval rates haven’t improved after the first few days, don’t worry — SmartRetry’s optimization is progressive.
Performance improves as the system gathers more transaction data and learns your acquirers’ behavior.
You can always contact your account manager to review your setup, acquirer mix, or retry strategy for faster results.
Small differences are normal — SmartRetry tracks each retry attempt individually, while most PSPs display only the final transaction result.
Our dashboard is built for transparency, showing every retry, reason code, and acquirer decision in detail.
If you notice major inconsistencies, our team can help you reconcile the data easily.
In most cases, retries aren’t triggered because the decline reason doesn’t meet the logic criteria for a retry (for example, hard declines like “stolen card” or “do not honor” may be excluded).
SmartRetry only retries transactions that have a realistic chance of succeeding with another acquirer or configuration, to avoid unnecessary processing.