Troubleshooting & FAQ
Payment gateway onboarding is being rolled out. Some screens may not be available on your account yet.
Troubleshooting
I didn’t receive the gateway’s verification email
- Check your spam or promotions folder for an email from the gateway (for example Cashfree), not from BillHive.
- Make sure the Business email in your business profile is correct.
- If it still hasn’t arrived, contact BillHive support and we’ll ask the gateway to resend it.
I didn’t receive BillHive’s onboarding email
You don’t need it. Go to Settings > Payment Gateways and click Continue onboarding on the gateway card. Only account admins receive onboarding emails.
The onboarding link says it has expired
Gateway onboarding sessions are valid for a short time; Cashfree’s last one hour. Click Continue onboarding again, or the link in BillHive’s email. A fresh session is created every time.
My KYC was rejected
The status shows Action required, and the card lists the gateway’s remarks. Click Continue onboarding, correct the flagged details or documents, and resubmit. Common reasons:
| Reason | Fix |
|---|---|
| Name doesn’t match PAN | Enter the name exactly as printed on the PAN |
| Bank account holder mismatch | Use an account in the business’s name (or the proprietor’s, for proprietorships) |
| Website missing policies | Add Terms, Privacy, Refund, and Contact pages to your website |
| Unclear document | Upload a clear, complete scan |
The status hasn’t changed after I submitted KYC
The gateway’s review normally takes a few working days. BillHive checks the status regularly and emails you when it changes. If it has been more than 5 working days, contact the gateway’s support team with your merchant ID, which is shown on the gateway card.
I need to change my business details
- Before the account is active: edit Settings > Payment Gateways > Business Profile, then resubmit on the gateway’s page if needed.
- After the account is active: change the details in the gateway’s own dashboard, or ask the gateway’s support team. Updating the BillHive profile does not change an active gateway account.
Frequently Asked Questions
Does BillHive store my PAN or bank account number?
No. You enter PAN, bank account, and KYC documents on the gateway’s secure page, and they go directly to the gateway. BillHive stores your basic business profile, your gateway merchant ID, and the onboarding status. See What BillHive Stores and What It Doesn’t.
Is BillHive PCI DSS compliant? Does that matter here?
PCI DSS covers card data: card numbers, CVVs, and so on. Your customers enter card details on the gateway’s hosted checkout, so BillHive never handles them. Merchant KYC (PAN, bank details) is a different kind of sensitive data. That’s why BillHive leaves it with the gateway too.
Can I collect payments before my account is active?
No. A gateway is offered at checkout only when its status is Active.
Why do I have to enter KYC again for a second gateway?
Each gateway must verify your business itself, and BillHive doesn’t keep a copy of your KYC to pass along. Your business profile is reused, so you only enter the gateway-specific details. See Add Another Gateway.
Who can onboard a gateway?
Account admins. A BillHive administrator can also enable a gateway for your account. You still complete KYC yourself.
For BillHive Administrators
BillHive super admins can manage gateway onboarding for any tenant from the Admin Portal.
| Action | Where | What it does |
|---|---|---|
| Enable gateway for tenant | Tenants > tenant > Payment Gateways | Creates the gateway link and emails the tenant’s account admin an onboarding invite |
| Resend invite | Same page, on the gateway row | Sends the BillHive onboarding email again |
| Sync status now | Same page, on the gateway row | Fetches the latest status from the gateway immediately |
| View history | Same page, on the gateway row | Shows each status change and gateway notification, with timestamps |
Administrators cannot see or enter a tenant’s PAN, bank account, or KYC documents. Those stay between the tenant and the gateway.