Frequently asked questions
A grab-bag of answers to questions that don't fit naturally inside a feature page. Add to this as support tickets recur.
The best FAQ is built from real tickets. Send the most common 10–20 questions you see and I'll write them up here in this format.
General
What's the difference between the production and development environments?
The development environment (https://dashboard.dev.pomelopay.com) is a sandbox — payments don't move real money, and you can experiment freely. Production is your live account.
Sign-in & accounts
I forgot my password.
On the sign-in screen, click Forgot password and enter your email. You'll get a reset link.
I no longer have access to the email on my account.
Contact your account owner. If you are the only owner, contact platform support.
Transactions & payments
A transaction is stuck on Pending. What's happening?
Pending typically means the payment is awaiting confirmation from the acquirer or the customer's bank. Card-rail payments usually clear within minutes; bank-rail payments can take longer.
Why was a payment declined?
The transaction detail's timeline shows the decline reason returned by the acquirer (e.g., insufficient funds, fraud rule, expired card). See Transactions.
Can I refund a partial amount?
Developers
How do I rotate an API key without downtime?
Create a new key, roll it out to your services, verify the old key is no longer in use, then revoke the old one. See API keys → Rotate a key.
My webhook is getting duplicate events.
Most often: your endpoint returned non-2xx (or timed out) and we retried. Make handlers idempotent — store the event id and skip if you've seen it. See Webhooks → Idempotency.