FreedomPay Mobile App Troubleshooting Guide

[1LS] Mobile APP Troubleshooting Guide

Mobile APP Error-Reproduction

1. Check the CMS for any CMS specific configuration errors
2. Check the User's APP version
3. Try to reproduce the issue yourself
4. Try to reproduce the issue as a logged in User and also as a Guest User (if possible)
5. Try to reproduce the same error on the WEBAPP (if possible)
6. Take Screenshots/Screenvideos from the issue/error

Mobile APP 2nd Level support

If you do not find the cause of the issue please contact our helpful support ninjas by either submitting a request on the top right of this page or sending an email to

Please always try to provide as much information as possible when opening a ticket with our MENU Support team.

Important Information:

• Store Name and CMS Store ID
• User's full name or email address
• User's APP version
• User's Smartphone OS (iOS, Android)
• Exact time, when the issue occurred
• Order Number (if available)
• Exact description of the reproduction steps (So MENU is able to reproduce the error)
• Screenshots/Screen recordings (if available)

Level 3 - MENU Development / 3rd Party Support

Our payment integration development team or the 3rd Party Support will look deeper into the issue.

Therefore, the Level 3 of support is the MENU development team or 3rd Party Support (e.g. FreedomPay).

Specific to FreedomPay Payment Processor Company

For escalation to the 3rd party support, the items that need to be provided to the FreedomPay tech support include the following:

• FCC Server and Client logs of when the issue occurred
• MerchantReferenceCode, Timestamp, or some other identifying information for when the error occurred
• Description of the issue/error
• If the issue/error can be reproduced, the reproduction steps should be provided
• Any other contextual information regarding the issue
• Request IDs (if available)

FreedomPay Technical Support

FreedomPay Technical Support contact info:

• Email: techsupport@freedompay.com 
• Phone: +1-888-495-2446