--- description: Find explanations for common SmartRetry configuration questions, system behavior, payment retry logic, and platform functionality. title: SmartRetry Troubleshooting FAQ | Platform configuration and common issues image: https://cdn.smartretry.com/_next/static/media/og-image.0z0q4_5kazzzo.jpeg --- [Skip to main content](#main-content) --- # Troubleshooting Find quick answers to common questions about our product, payments, and how we help improve approval rates. ## Troubleshooting * Can SmartRetry be paused or disabled temporarily? 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. Did this answer helped? Yes! [No, Lets get support](/contact) * What happens if my API connection fails? 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](https://status.smartretry.com/) Did this answer helped? Yes! [No, Lets get support](/contact) * How can I verify that SmartRetry is active and working properly? 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. Did this answer helped? Yes! [No, Lets get support](/contact) * What should I do if approval rates haven’t improved yet? 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. Did this answer helped? Yes! [No, Lets get support](/contact) * Why do I see a difference between SmartRetry metrics and my PSP or acquirer reports? 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. Did this answer helped? Yes! [No, Lets get support](/contact) * Why are some retries not triggered? 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. Did this answer helped? Yes! [No, Lets get support](/contact) ![SmartRetry - Payment Recovery Platform](https://cdn.smartretry.com/cdn-cgi/image/width=3840&quality=75&format=auto&fit=cover/https%3A%2F%2Fcdn.smartretry.com%2F_next%2Fstatic%2Fmedia%2Flogo.3mm2n0hdxl3mi.svg) ## Still have questions? Can't find what you're looking for? Drop us your email and we'll get back to you. 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