Diagnostics · FR-M12-20
Answer the ticket without opening a session
Platform health, the institution’s own settings, whether a message actually sent and whether a payment actually landed. Almost every ticket is explained by one of these four, and none of them needs anyone’s personal information.
Nothing on this screen is personal information
There are no names, no phone numbers, no email addresses, no documents and no answers an applicant gave. Delivery and payment results are looked up by application reference, and a reference identifies a record, not a person. Recipients are deliberately not shown here — if you need to confirm a caller’s number, that is a masked read inside a session, with a reason attached to it.
Platform status
3 of 8 not fully healthyCheck this first. A degraded route explains a batch of tickets at once, and no session anywhere will fix it.
- Applicant webOperational
All regions responding normally.
checked 26 Aug 2026, 12:21
- Applications APIOperational
Median response 180 ms over the last hour.
checked 26 Aug 2026, 12:21
- SMS gatewayDegraded
One of two routes is queueing. Messages are delivering late, not failing — expect 10 to 20 minutes.
checked 26 Aug 2026, 12:20
- Email deliveryOperational
No bounce-rate anomaly.
checked 26 Aug 2026, 12:19
- Mobile money collectionsDegraded
One network is slow to send callbacks. Payments settle, but the application can show unpaid for up to an hour.
checked 26 Aug 2026, 12:22
- Document storeOperational
Uploads and virus scanning normal.
checked 26 Aug 2026, 12:18
- Directory searchOperational
Index rebuilt within the hour.
checked 26 Aug 2026, 12:17
- Sign-in and recoveryMaintenance
Password reset emails paused for a scheduled change until 22:00. Recovery by SMS is unaffected.
checked 26 Aug 2026, 12:15
Look up a reference
No session requiredAsk the caller for the reference on their application. It is the only thing you need to see whether a message sent and whether a payment landed.
In the fixture data, try EG-3P8T-51RB or EG-7K4M-92XQ.
Notification delivery
most recent| Reference | Message | Result | Attempted |
|---|---|---|---|
| EG-7K4M-92XQ | SMSinfo_requested | QueuedHeld on the degraded SMS route. Will deliver without action; do not resend.ROUTE-BACKLOG · 2 attempts | 26 Aug 2026, 11:58 |
| EG-3P8T-51RB | SMSoffer_reminder | QueuedHeld on the degraded SMS route.ROUTE-BACKLOG · 1 attempt | 26 Aug 2026, 11:43 |
| EG-3P8T-51RB | SMSoffer_issued | FailedAbsolute subscriber failure returned by the network. The number on the account is not reachable.DLR-2 · 3 attempts | 20 Aug 2026, 18:13 |
| EG-3P8T-51RB | Emailoffer_issued | DeliveredAccepted by the receiving server.250-OK · 1 attempt | 20 Aug 2026, 18:13 |
| EG-7K4M-92XQ | SMSunder_review | DeliveredHandset acknowledged.DLR-0 · 1 attempt | 19 Aug 2026, 23:43 |
| EG-7K4M-92XQ | SMSapplication_submitted | DeliveredHandset acknowledged.DLR-0 · 1 attempt | 19 Aug 2026, 11:45 |
| EG-7K4M-92XQ | Emailapplication_submitted | Not sentEmail notifications are switched off for this tenant. Nothing was sent.TENANT-OFF · 1 attempt | 19 Aug 2026, 11:45 |
Destinations are not shown. If the result says delivered and the caller says otherwise, the next question is which number is on the account — that is a masked read inside a session.
Payment transactions
most recent| Payment | Amount | State | Started |
|---|---|---|---|
| PAY-2L7C-8830EG-3P8T-51RBMobile money | GH₵150.00 | Awaiting callbackDebited on the network side but the callback has not arrived. This is the known degradation on mobile money collections — it clears itself, usually inside an hour.PENDING | 26 Aug 2026, 11:28 |
| PAY-2L7C-8829EG-3P8T-51RBCard | GH₵150.00 | FailedCard collection is switched off for this tenant, so the attempt was refused at the gateway.GATEWAY-OFF | 26 Aug 2026, 11:21 |
| PAY-2L7C-8804EG-3P8T-51RBMobile money | GH₵150.00 | ReversedReversed at the applicant's request by the finance team. A support session cannot issue or reverse a payment.REV-USER | 24 Aug 2026, 12:03 |
| PAY-9F2K-4471EG-7K4M-92XQMobile money | GH₵120.00 | SettledCollected and reconciled against the cycle fee.000 | 19 Aug 2026, 11:41 |
Read-only. Support can never issue, settle or reverse a payment from anywhere in this console — FR-M12-06c.
Institution settings
Configuration, not recordsWhat the institution has switched on and off. A setting explains far more tickets than a record does — an applicant who never got an email usually never had one sent.
| Setting | Value | What it means for a ticket |
|---|---|---|
| Support access policysupport_policy | REQUIRE_CONSENT | Nothing unusual. |
| Staff multi-factor sign-inmfa_required | Required | Nothing unusual. |
| Payment collectionpayment_gateway | Mobile money + card | Nothing unusual. |
| SMS notificationsnotify_sms | On | Nothing unusual. |
| Email notificationsnotify_email | Off | Email is switched off for this tenant. An applicant reporting no email will not have been sent one. |
| Close cycle when capacity is reachedauto_close_full | Off | Nothing unusual. |
| Document retentiondoc_retention | 24 months after decision | Nothing unusual. |
If you still cannot explain it
Only then request a session. It needs a ticket reference, a reason code and at least twenty characters saying why — and the institution sees all three. Request a session.