Troubleshooting

Common issues and solutions for payment management in DooUMS.

Quick Reference Guide

Critical Issues

Payment Not Saving

Symptoms

Payment form completed but record doesn't appear
"Save" button unresponsive
Error messages during save process
Page refresh loses entered data

Immediate Checks

Required Fields: Ensure all mandatory fields are completed
- ✅ Pilgrim selected
- ✅ Payment type chosen
- ✅ Amount entered
- ✅ Receipt number provided
- ✅ Reference number included
- ✅ Payment date selected
Data Format Validation
- Amount: Enter numbers only (no commas, currency symbols)
- Date: Use proper date format for your system
- Reference: Check for special character restrictions
Network Connection: Verify stable internet connection

Resolution Steps

Refresh and Retry:
- Refresh the page
- Re-enter payment information
- Try saving again
Browser Issues:
- Clear browser cache and cookies
- Try different browser (Chrome, Firefox, Edge)
- Disable browser extensions temporarily
System Issues:
- Contact system administrator
- Check for planned maintenance
- Verify server status
Data Backup:
- Save payment details in temporary document
- Screenshot completed form before retry
- Note exact error messages for support

Prevention

Complete forms in one session
Avoid browser refresh during entry
Save frequently if multiple payments
Keep backup of payment details

Verification Failures

Symptoms

Cannot mark payment as verified
Verification button not responding
Verification status not changing

Common Causes and Solutions

Insufficient Permissions

Problem: User lacks verification rights
Solution: Contact administrator for permission upgrade
Check: Review user role and capabilities

Missing Documentation

Problem: Required receipt not uploaded
Solution: Generate and upload official receipt
Check: Verify file formats and size limits

Data Discrepancies

Problem: Payment details don't match bank records
Solution: Edit payment to correct discrepancies before verifying
Check: Amount, date, reference number accuracy

Troubleshooting Steps

Verify User Access: Confirm verification permissions
Check Payment Details: Ensure accuracy against bank records
Generate Receipt: Create official receipt document
Upload Receipt: Attach receipt to payment record
Submit Verification: Complete verification process

Data Loss or Corruption

Symptoms

Payments disappeared from system
Incorrect amounts or dates showing
Pilgrim associations lost
Receipt numbers duplicated

Emergency Protocol

Immediate Documentation:
- Screenshot current system state
- List missing or incorrect payments
- Note exact time of discovery
- Stop further data entry temporarily
Contact Support:
- Alert system administrator immediately
- Provide detailed problem description
- Share screenshots and documentation
- Request immediate backup restore if needed
Data Recovery:
- Check recent backup availability
- Review audit logs for changes
- Verify with bank statements
- Re-enter critical missing data if authorized

Prevention Measures

Regular data backups
User training on proper procedures
Access control implementation
Regular system maintenance

Common Issues

Search Problems

No Search Results

Problem: Valid payments not appearing in search

Troubleshooting Checklist:

✅ Spelling: Check pilgrim name spelling
✅ Search Terms: Try partial names or numbers
✅ Pagination: Check multiple pages of results
✅ Permissions: Verify access to specific records

Solutions:

Broaden Search Criteria:
- Use partial search terms
- Try different spelling variations
- Search by receipt or reference number
Alternative Search Methods:
- Search by different criteria (name, receipt, reference)
- Browse by date range
- Contact pilgrim for exact details

Too Many Results

Problem: Search returns overwhelming number of records

Solutions:

Use more specific pilgrim names
Include receipt or reference numbers
Limit results per page to 10 or 25 records

Incorrect Display

Problem: Payment information showing incorrectly

Solutions:

Clear browser cache
Refresh page
Try different browser
Verify user permissions

Amount and Calculation Errors

Wrong Amounts Displaying

Problem Types:

Currency Formatting:
- Decimal places incorrect
- Currency symbol missing/wrong
- Thousands separator issues
Calculation Errors:
- Balance calculations wrong
- Payment totals incorrect
- Package amount mismatches

Troubleshooting:

Verify Input Data:
- Check original payment entry
- Confirm amount was entered correctly
- Review edit history if available
System Settings:
- Check currency configuration
- Verify calculation formulas
- Review regional settings
Manual Verification:
- Calculate balances manually
- Cross-check with bank statements
- Verify against package pricing

Balance Calculation Issues

Problem: Pilgrim balances don't match expected amounts

Investigation Steps:

Payment History Review:
- List all payments for pilgrim
- Check payment types and amounts
- Verify all payments are included
Package Price Verification:
- Confirm correct package selected
- Check for price changes or adjustments
- Review any discount applications
Manual Calculation:
- Add all verified payments
- Subtract from package total
- Compare with system calculation

User Access Problems

Permission Denied Errors

Symptoms:

Cannot access payment functions
Buttons disabled or missing
Error messages about insufficient rights

Resolution:

Check User Role:
- Verify assigned permissions
- Confirm role includes payment access
- Review recent role changes
Contact Administrator:
- Request permission review
- Ask for role upgrade if needed
- Verify system configuration

Problems:

Frequent logouts during work
Session timeout errors
Cannot maintain login state

Solutions:

Browser Settings:
- Enable cookies for site
- Check security settings
- Update browser if needed
Network Issues:
- Check connection stability
- Verify firewall settings
- Test from different location

Process Questions

Workflow Clarifications

Payment Type Selection

Q: When should I use "Second Payment" vs "Third Payment"?
A: Follow the payment schedule in the pilgrim's package agreement:

Deposit: Initial booking payment
Second Payment: First scheduled installment
Third Payment: Second scheduled installment
Final Payment: Remaining balance

Verification Timing

Q: How soon should payments be verified?
A: Best practices:

Same Day: For all bank transfers and counter payments
Within 24 Hours: Maximum delay for verification
Before Month-End: Always verify before period closing

Receipt Generation and Upload

Q: When should official receipts be generated?
A: Receipt requirements:

During Verification: Generate official receipt before marking payment as verified
Upload Required: Attach generated receipt to payment record
Format: Follow organization's official receipt template

Best Practice Questions

Duplicate Payment Prevention

Q: How do I avoid duplicate payment entries?
A: Prevention strategies:

Check existing payments before entry
Use unique receipt numbering system
Verify reference numbers don't exist
Review recent payments for similar amounts

Bank Reconciliation

Q: What's the best approach for daily bank reconciliation?
A: Recommended process:

Download bank statements daily
Search payments by bank name (e.g., "CIMB")
Match reference numbers systematically
Investigate discrepancies immediately
Document resolution methods

Audit Trail Maintenance

Q: What documentation should be kept?
A: Essential documentation:

Original bank transfer confirmations
Counter receipt copies
Official receipt generated during verification
Edit justification notes
Verification approval records

Escalation Procedures

When to Contact Support

Level 1 - Self Resolution

Basic search issues
Simple data entry problems
User guidance questions

Level 2 - Supervisor/Finance Manager

Payment verification disputes
Amount discrepancies
Policy interpretation questions
Workflow authorization needs

Level 3 - System Administrator

User access and permission issues
Technical configuration problems
Data integrity concerns

Level 4 - Vendor Support

Software bugs and errors
System crashes or failures
Major data corruption

Support Request Information

When contacting support, provide:

Essential Details:

User Information: Name, role, permissions
Problem Description: Specific symptoms and errors
Steps to Reproduce: Exact sequence of actions
Screenshots: Visual evidence of issues

Payment-Specific Information:

Payment Details: Amount, date, pilgrim, reference
Error Messages: Exact text of any errors
Expected Behavior: What should have happened

Quick Reference Checklists

Payment Entry Checklist

Pilgrim selected correctly
Payment type matches package schedule
Amount format is correct (numbers only)
Receipt number is unique
Reference number matches bank documentation
Payment date is accurate
Notes include relevant details

Verification Checklist

Bank documentation available
Amount matches exactly
Reference number confirmed
Date aligns with bank processing
Official receipt generated
Receipt uploaded to payment record