Troubleshooting document downloads

If the download does not start

• Try again in a current supported browser.
• Allow downloads and pop-ups for go.payreq.com if your browser blocked them.
• Check that the device has enough storage and that a security or content-filtering tool has not blocked the file.
• For a prepared multi-document download, wait until its download button becomes active. You can also check Download History.

On Android

Open the device's Downloads or Files app and try the file in a current PDF viewer. If no file appears, check the browser's download permission and whether the phone's system download service is disabled. Settings vary by Android version and manufacturer, so use the device manufacturer's support instructions for the exact path.

If the file downloaded but will not open

• Locate it in Downloads, Files or Documents and open it with a current PDF reader.
• Extract ZIP files before opening the PDFs inside them.
• On Windows, use Extract All and choose a short folder path if a ZIP reports that a file path is too long.

If one document repeatedly fails, contact Payreq Support with the document date, issuing organisation, device, browser and exact error. Do not attach the document unless it is needed and safe to share.