If you cannot find a dispute, upload evidence, or confirm a response, start with the symptom below.
Keep the case deadline in view while you troubleshoot. If it is close or missing, contact MoeGo Support promptly with the payment details and the problem you see.
I cannot find the dispute
The case may belong to a different business location or fall outside the selected date range.
Select the location that took the payment.
Open Payment > Card processing > Transaction activity > Dispute.
Select a wider date range.
Select All status: Remove a status filter that could hide the case.
Check your access: Ask the account owner to review your location access and Access Payment Settings permission.
If the case is still missing, contact Support with the original payment date, amount, and any dispute notice you received. A paid invoice does not mean there is no dispute.
I received an alert but cannot open the case
Receiving a dispute alert does not mean your staff role has permission to view the payment.
Check the business location: Confirm that your staff account can access the location that owns the payment.
Ask the account owner to check Access Payment Settings: See Payment Permissions.
Contact Support if access still fails: Include the message you see when opening the case.
Accept or Respond is missing
The available action depends on the case stage. An inquiry or Request for Information offers Respond only. Cases already under review or closed may have no response action.
Open the case on Web: Follow the response workflow in MoeGo on Web.
Check the status and deadline: Compare them with How to view and track disputes.
Contact Support if a response is still needed: Share the case details and the missing or disabled action.
Do not select Accept to clear an alert. It concedes a formal dispute.
The deadline is missing, unclear, or already passed
Do not assume there is no deadline because MoeGo does not show one. Some older cases may be missing deadline information.
Keep a copy of the case screen: Include any deadline or error displayed.
Contact Support promptly: Ask us to check the case deadline and whether a response is still possible.
Keep your evidence ready: Gather the relevant records while the case is checked.
Support cannot promise an extension or reopening after the bank’s deadline.
A file will not upload
First check the file format and size. Stripe and Adyen use different limits.
Compare the file with the limits in How to prepare and submit dispute evidence.
Prepare a supported file: Reduce its size or convert it to an accepted format while keeping it readable.
Check the evidence category: For Stripe, combine related pages into one file for each evidence type.
Upload the file again: Retry only the file upload if it clearly failed before final submission.
If it still fails, contact Support with the file type, file size, case details, and exact error. Do not send full card numbers or card security codes.
Submission failed or timed out
An uploaded file is not the same as a submitted response. For Adyen, the final submission must succeed after the upload.
⚠️ Important: If you are unsure whether the response was submitted, contact Support before trying again. We can check whether the payment processor received it.
Keep the explanation and files: Save a copy outside the form.
Record what happened: Note the time, the last action you selected, and any error or success message.
Contact Support: Include the response deadline so we can assess the urgency.
My draft or earlier evidence is missing
Situation | What to check |
Stripe response not yet submitted | Did you select Save draft? Do not assume the form saves automatically. |
Adyen response not yet submitted | Save draft is not available. Prepare the explanation and files before starting. |
Evidence already submitted | MoeGo does not provide a complete viewer for all previous submissions. Contact Support if you need earlier files. |
MoeGo was already helping with this case | Contact Support to check what has been submitted before sending another response. |
A client profile, appointment, or photo was deleted
Contact Support promptly: Share the client name, payment date, and which records were deleted.
Keep the remaining records: Preserve receipts, agreements, messages, and other related files.
Collect copies from other places: Check your email, saved photos, and any records your business already holds.
Recovery is not guaranteed. If you write an account from memory, identify it as your account of what happened. Do not recreate a document as though it were the original.
The result, payout, or membership does not look right
Problem | Next step |
Won, but the payout does not match | Compare the withdrawal and return across payout dates. Check any fee separately. See How dispute amounts and fees work. |
Won changed to Lost | An Adyen second chargeback can change the result and withdraw funds again. Contact Support to check the case. |
Invoice still shows paid | This is expected: a dispute is recorded separately from the original payment. See How dispute amounts and fees work. |
Membership canceled after a disputed renewal | Contact Support with the membership and payment details. The effect depends on the billing setup. Do not charge again or restart the membership just to correct the record. |
Client’s next payment is declined | Contact Support with the failed payment details. A decline alone does not show that the client’s dispute caused it. |
What to send Support
Use in-app support or email support@moego.pet. Include:
Your business name and the location that took the payment.
The client name, payment date, amount, and currency.
The dispute reason, status, and response deadline.
The action you tried and the exact error or unexpected result.
A screenshot if it helps explain the problem. Hide full card numbers and unrelated personal information.