Troubleshooting & FAQ

Find your issue below. Each entry includes the likely cause and the exact steps to resolve it. If your issue is not listed, visit Support & Contact.

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Registration & OTP

I did not receive the OTP.

• If using email: check Spam, Junk, and Promotions folders.
• If using mobile: ensure your number has network coverage and is not on DND for transactional messages.
• Wait 60 seconds, then click Resend OTP.
• If using a corporate email: check that automated emails from JPSL are not blocked by your email gateway or firewall.

I entered the wrong mobile number / email.

Click the Pencil Icon next to your contact detail on the OTP entry screen to edit it before verifying.

I selected the wrong Business Type.

Do not confirm the document checklist. If you have already confirmed it, contact JPSL Support — the Business Type cannot be changed self-service after confirmation.

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Document Upload & OCR

OCR cannot read my document. The field is locked and I cannot type.

1. Re-upload a clearer image — use natural light, turn off flash, ensure all four corners are visible.
2. The file must be under 5 MB.
3. After 3 failed OCR attempts, the system unlocks the field for manual entry. Type the information manually and proceed.

My document upload is stuck or shows a failed status.

• Check the file format (PDF, JPEG, or PNG only).
• Check the file size (under 5 MB).
• Refresh the page and re-upload. Do not navigate away mid-upload.

My GST certificate is being rejected.

Ensure you are uploading all pages of the certificate as a single PDF. A partial upload (e.g., only page 1 of a 3-page certificate) will be rejected.

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Bank Details & Penny Drop

Penny Drop verification failed.

The Account Name you entered does not match what your bank has on record. Steps to fix:

1. Call your bank and ask them to confirm the exact account name as registered in their system.
2. Return to the Bank Details section and re-enter the name exactly as confirmed by your bank.
3. Save and retry the Penny Drop.

Common mismatches: "Private Limited" vs "Pvt Ltd", missing "&" in a partnership name, inclusion or exclusion of "India" in a company name.

The IFSC lookup is not finding my bank / returns the wrong branch.

• Verify the IFSC from your cheque leaf or your bank's official website.
• Avoid copying IFSC codes from third-party websites — errors are common.

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Application Details (Stage 4)

The Save button on the Infosec form is greyed out.

At least one question does not have a response (Yes / No / N/A) selected. Scroll through the entire questionnaire — there is no summary of skipped questions. Also check that all "No" or "N/A" Remarks fields contain text.

My Signatory tab shows "Incomplete" despite uploading all documents.

The tab requires all three documents for every signatory: PAN Card, OVD, and Passport-size Photograph. A missing photograph is the most common cause. Check that the photograph has been uploaded for the affected signatory.

The "Submit Application" button is disabled.

All four tabs must show a green "Complete" badge: Entity Details, Signatory, Infosec, and Document Repository. Also confirm that the Declaration checkbox directly above the button is ticked.

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Review & Resubmission (Stage 5)

I made corrections but the application is still showing "Action Required".

After making any corrections requested in the Activity Log, you must click Resubmit. Simply editing fields or uploading files without clicking Resubmit does not notify the JPSL team. Find the Resubmit button at the bottom of the Application Status Dashboard.

I do not understand what the JPSL team is asking for in the Activity Log.

The observation is logged in plain language describing exactly what needs to change. If the instruction is still unclear, contact JPSL Support and reference your Application ID.

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Agreement & E-Sign (Stage 6)

I clicked "Intent to E-Sign" but the signatory did not receive the link.

1. Check spam, junk, and promotions folders.
2. Navigate to Stage 4a: Signatories and verify there are no typos in the signatory's email address.
3. Check whether your corporate email firewall is blocking automated emails.
4. Contact Support if the issue persists — they can resend the link.

The signatory clicked the E-Sign link but did not receive the Aadhaar OTP.

The OTP is sent by UIDAI to the mobile number linked to the signatory's Aadhaar card — not to any JPSL-registered number. If that number is lost, outdated, or deactivated, the signatory must:

1. Visit an Aadhaar Seva Kendra with original Aadhaar and a new SIM card.
2. Update their linked mobile number in the UIDAI system.
3. Return and attempt the E-Sign process again.

The E-Sign link has expired.

E-Sign links are time-limited for security. Contact JPSL Support with your Application ID to request a new link.

My agreement has the wrong MDR rates or incorrect entity details.

Do not sign. Click "Raise Queries" on the Agreement tab and contact your Relationship Manager immediately. JPSL will revise and re-upload a corrected agreement.

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MID & Dashboard Access (Stage 7)

My MID shows "Created" but I cannot log into the Merchant Dashboard.

MID creation and MID activation are two separate events. After the MID is created, JPSL's engineering team needs 24–48 hours to configure your account. Wait for the "Welcome to JPSL" activation email — it contains the correct live dashboard credentials. Do not attempt to use your onboarding portal (JPSL Connect) credentials for the live dashboard.

I received the Welcome email but cannot log in with the credentials.

1. Use the exact username and temporary password from the email.
2. Check for a space at the end of the password (copy-paste error).
3. The live dashboard URL is different from the onboarding portal URL — ensure you are on the correct page.
4. Contact Support if the issue persists.

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Commercial & Account Questions

Can I negotiate my MDR rates during onboarding?

Yes, but only before clicking "Intent to E-Sign" in Stage 6. If the rates in the agreement do not match your offline discussions, click "Raise Queries" and contact your Relationship Manager. Once the agreement is signed, it is locked.

Can I add more payment modes after going live?

Yes. Submit a request through the live Merchant Dashboard or contact JPSL Support. Some additional modes (e.g., EMI, specific wallet types) may require additional underwriting review before activation.

My website is still under development. Can I still apply?

Yes. You can start and submit your application. However, JPSL will place it on hold until your website is live and has visible Terms & Conditions, Privacy Policy, Refund Policy, and Contact details.

How long does the full onboarding process take?

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Still Stuck?

Contact JPSL Support →