Troubleshooting
Choose your error message
Troubleshooting is a process used to identify what is causing a problem and correct it. It focuses on understanding what is not working as expected and taking appropriate actions to restore normal operation.
To learn what to do, choose your error:
Clearing cache and cookies
If you are encountering errors such as 502 Bad Gateway, clearing your browser’s cached images and cookies is a recommended troubleshooting step. This process helps refresh your browser data and can resolve issues caused by stored or outdated information.
To ensure the cache is cleared successfully, please note the following:
Keep only one browser tab open. Cached data will not clear properly if multiple tabs are open within the same browser.
After clearing the cache, close the browser window and reopen Chrome before continuing. You may then resume browsing with refreshed browser data.
For Apple (macOS) users: Closing a browser window does not automatically quit the application. To fully exit the browser after clearing the cache, please use one of the following methods:
Select the application name in the top-left menu bar and choose Quit
Locate the application icon in the Dock, right-click (or two-finger click), and select Quit
How to Clear Cache and Cookies Internet Browser Support Links:
Google Chrome: Clear cache & cookies
Microsoft Edge: How to manage and clear your cache and cookies
Firefox: Clear cookies and site data in Firefox
Safari: Clear cookies in Safari on Mac
Using a private/incognito window
If you are encountering errors such as Credit Card Processor auth message: Token is expired or Your user profile does not match our policy, we recommend accessing the platform using a private (incognito) browser window as an initial troubleshooting step.
A private window creates a clean browsing session, which helps isolate the root cause of the issue by:
Bypassing cached data and cookies, which are common sources of loading issues or outdated information
Signing you out by default, helping determine whether the issue is related to user-specific settings, permissions, or account synchronization
Disabling most browser extensions, which can interfere with site functionality
Simulating a first-time visit, making it easier to identify whether browser settings are contributing to the issue
If the issue does not occur in a private window, it is likely related to saved browser data, extensions, or profile settings in your standard browsing session. Using a private window is often the fastest and most effective first step in diagnosing these types of errors.
How to open a Private Window Internet Browser Support Links:
Google Chrome: Browse in Incognito mode
Microsoft Edge: Browse InPrivate in Microsoft Edge
Firefox: Private Browsing: Use Firefox without saving history
Safari: Keep your browsing history private in Safari and Maps
Contact Support
Some errors such as True Duplicate Exists, Error with signup process, Error - Unauthorized, All transactions failed during batch approval, 403 Forbidden, or Request failed with status code 400, are more difficult to resolve on the user's end, or may require further actions by our team before you are able to reattempt your intended action.
If you have already tried the troubleshooting steps above, our Support Team is available to assist you.
To help us resolve the issue as efficiently as possible, please be prepared to provide the following information:
Your company name, email, and username on PayCargo
Transaction number attempting to pay
The Vendor you are attempting to pay
The payment method you are using to make your payment (i.e. credit card or ACH)
Any error message you may have received when attempting your action with a screenshot
If you receive a Payment Failed error, please do not attempt to resubmit the transaction until you have contacted the PayCargo Support Team. Retrying the payment without guidance may result in a temporary hold on a portion of your credit card balance by your card issuer.
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