Skip to main content

Troubleshooting

Common Issues and Solutions​

Problem: Link doesn't work or shows an error

Solutions:

  • Verify the link is complete (includes token and contract ID)
  • Check your internet connection
  • Try copying and pasting the link directly into the browser
  • Contact your broker or service provider

2. Personal Information Validation Errors​

Problem: ID number is rejected

Solutions:

  • Ensure you're entering exactly 10 digits
  • Check that it starts with 1 (Saudi national) or 2 (resident)
  • Remove any spaces or dashes
  • Verify you're using the correct ID/Iqama number

Example of Valid IDs:

  • ✅ 1234567890 (Saudi national)
  • ✅ 2234567890 (Resident)
  • ❌ 123456789 (only 9 digits)
  • ❌ 3234567890 (doesn't start with 1 or 2)

3. OTP Not Received​

Problem: Didn't receive Absher OTP code

Solutions:

  • Wait for the 2-minute countdown timer to finish (Make sure your National/Iqama ID is correct )
  • Click "Resend" after the timer expires
  • Verify your phone number is registered with Absher
  • Check your SMS inbox and spam folder
  • Ensure your phone has signal
  • Contact support if the issue persists

4. OTP Verification Fails​

Problem: Entered OTP but verification fails

Solutions:

  • Double-check all 6 digits are correct
  • Ensure no extra spaces or characters
  • Request a new OTP and try again
  • Verify the OTP hasn't expired (usually valid for a few minutes)
  • Make sure you're using the most recent OTP sent

5. Payment Method Not Working​

Problem: Cannot complete payment with selected method

Solutions:

  • Try a different payment method
  • Verify your card details are correct
  • Check your card has sufficient funds
  • Ensure your card is enabled for online payments
  • Contact your bank if the issue persists

6. Page Loading Issues​

Problem: Page takes too long to load or doesn't load

Solutions:

  • Refresh the page (F5 or Ctrl+R)
  • Clear your browser cache
  • Try a different browser
  • Check your internet connection
  • Disable browser extensions that might interfere

7. Form Submission Stuck​

Problem: "Submitting..." message doesn't go away

Solutions:

  • Wait a few moments (may be processing)
  • Refresh the page
  • Check your internet connection
  • Try again from the previous step
  • Contact support if the issue persists

8. Wrong Language Displayed​

Problem: Interface shows in wrong language

Solutions:

  • Check the URL contains the correct locale (en or ar)
  • Clear browser cookies and try again
  • Contact your broker to provide the correct language link

Getting Help​

If you encounter issues not covered here:

Contact Your Broker: They can provide support for contract-specific issues

WePay Support: For payment and platform issues

Absher Support: For Absher verification problems

Important Notes​

  • Never share your token or contract ID with unauthorized parties
  • Keep your transaction ID for records and support
  • Screenshots of error messages can help support resolve issues faster
  • Complete the process in one session when possible to avoid timeouts