FAQs
Comprehensive answers to common questions about documentation, covering setup guides, user manuals, and how-to articles to help you navigate and make the most of our product.
Onboarding and Verification
Q1: How do I login to Dodo Payments Dashboard?
Q1: How do I login to Dodo Payments Dashboard?
A: Visit our dashboard and enter the Login email and password shared with you in your welcome email. In case you face any issues please reach out to our support team.
Q2: What documents do I need to complete the verification process?
Q2: What documents do I need to complete the verification process?
A: The documents required for verification include a valid government-issued ID (for identity verification) and business registration documents (for business verification). For details check the verification process page.
Q3: What happens if my verification is rejected?
Q3: What happens if my verification is rejected?
A: If your verification is rejected, you will receive an email with the reason for rejection. You can contact our support team to resolve any issues, correct documentation, and reapply. The resubmit option will be enabled by our verification team if necessary.
Q4: How long does the verification process take?
Q4: How long does the verification process take?
A: The verification process typically takes 24-72 working hours. However, if additional documents are required, the process may take longer.
Q5: I currently do not have a website for my business. Can I submit my company's linkedin page instead?
Q5: I currently do not have a website for my business. Can I submit my company's linkedin page instead?
A: We need your website to understand the kind of products you are selling and verify your business for live access. If you do not have a website or are in the process of building one please reach out to us at [email protected]
Q6: I am an individual and I do not have a registered business. Can I still use dodo payments?
Q6: I am an individual and I do not have a registered business. Can I still use dodo payments?
A: Yes, we support unregistered businesses as well. You do not need a registered business to use Dodo Payments. You can onboard as an individual and start receiving international payments without any hassle. You will still need to submit Identity Verification forms and Business Verification forms as an unregistered business for us to onboard you.
Q7: I want to integrate my other business with Dodo payments. Should I create a new account?
Q7: I want to integrate my other business with Dodo payments. Should I create a new account?
A: No, you can manage multiple businesses through a single account. To add a new business, click the + icon in the bottom left corner of the dashboard and select the Add Business option. You can refer to /miscellaneous/accounts#managing-multiple-businesses for more details
Q8. Should I wait for verification to complete before integrating dodo payments in my system?
Q8. Should I wait for verification to complete before integrating dodo payments in my system?
A: No, there is no need for you to wait. You can start integrating using the Test mode and once your verification is successful you can start making Live payments in production. Learn more about Test and Live modes here, /miscellaneous/test-mode-vs-live-mode
Payments
Q9: What types of payments can I accept with Dodo Payments?
Q9: What types of payments can I accept with Dodo Payments?
A: Dodo Payments supports a variety of payment methods, including credit cards, debit cards, and digital wallets. We also support one-time payments and recurring subscription payments for digital products.
Q10: How can I track payment statuses?
Q10: How can I track payment statuses?
A: You can track the status of payments from the Payments section of your dashboard. Each transaction is listed with a status indicator: In Progress, Failed, or Successful.
Q11: What should I do if a payment fails?
Q11: What should I do if a payment fails?
A: If a payment fails, check the Payment Details Page for more information. Common reasons include incorrect payment details, insufficient funds, or network issues. You can resend the payment link to your customer to retry the payment.
Q12: Does the chargeback apply for business even if my business has a no refund policy?
Q12: Does the chargeback apply for business even if my business has a no refund policy?
Yes. Even if you state No refunds in your terms or website, chargebacks are largely governed by the cardholder’s bank and card network rules (e.g., Visa, Mastercard). A No refund policy does not override the card network’s dispute resolution process. If a customer files a dispute, your business is still subject to a chargeback investigation. This means you must respond with evidence (proof of delivery, usage logs, terms acceptance, etc.) to fight or manage the dispute. If the customer’s bank decides in favor of the cardholder, the chargeback fee and transaction reversal will apply regardless of your stated policy. We recommend having clear communications, tracking customer usage, and providing compelling evidence when chargebacks arise.
Refunds
Q13: How do I issue a refund?
Q13: How do I issue a refund?
A: To issue a refund, go to the Payment Details Page of the transaction you want to refund and click the Initiate Refund button. You can issue a full or partial refund, provided the payment meets the refund eligibility rules.
Q14: How long does it take for a customer to receive their refund?
Q14: How long does it take for a customer to receive their refund?
A: Once a refund is initiated, the customer will typically receive the refunded amount within 3-5 business days, depending on the payment method and their bank.
Payouts
Q15: How do payouts work with Dodo Payments?
Q15: How do payouts work with Dodo Payments?
A: Payouts are the transfer of your collected sales revenue to your linked bank account. Payouts are processed by the 15th of every month for previous month’s billing cycle barring any special circumstances like bank holidays or emergencies
Q16: How do I link my bank account to receive payouts?
Q16: How do I link my bank account to receive payouts?
A: To link your bank account, navigate to the Payout Settings section of your dashboard and click Add Bank Account. You’ll need to enter your bank details and verify the account.
Q17: Can I track the status of my payouts?
Q17: Can I track the status of my payouts?
A: Yes, you can track your payout status from the Payouts section of the dashboard.
Q18: What are payout fees and how much are they?
Q18: What are payout fees and how much are they?
A: Payout fees refer to the transaction costs for transferring the money we’ve collected from your customers to your bank account. We constantly make improvements to reduce the payout fee by partnering with local partners in your country. Please refer to the link below for detailed information. /miscellaneous/pricing-and-fee-structure#2-payout-fees
Invoicing
Q19: Does Dodo Payments generate invoices automatically?
Q19: Does Dodo Payments generate invoices automatically?
A: Yes, Dodo Payments automatically generates invoices for every successful transaction. These invoices include all necessary details such as tax breakdowns, customer information, and product details.
Q20: Can I customize the invoices?
Q20: Can I customize the invoices?
A: Yes, you can customize the look of your invoices by adding your company logo and brand name. You can manage these settings in the Business Profile section of your dashboard.
Q21: How do I access or download an invoice?
Q21: How do I access or download an invoice?
A: You can view or download invoices from the Invoices section of the dashboard. Each payment will have an associated invoice that can be downloaded as a PDF.
Fraud Prevention and Security
Q22: How does Dodo Payments protect my business from fraud?
Q22: How does Dodo Payments protect my business from fraud?
A: Dodo Payments uses real-time fraud detection to monitor suspicious transactions. We also comply with PCI-DSS standards to ensure that all payment information is encrypted and secure.
Q23: Is my customer data secure with Dodo Payments?
Q23: Is my customer data secure with Dodo Payments?
A: Yes, Dodo Payments uses data encryption and tokenization to protect sensitive information. We ensure that customer payment data is never stored directly and remains secure during transactions.
Tax and Compliance
Q24: How does Dodo Payments handle GST for Indian SaaS merchants?
Q24: How does Dodo Payments handle GST for Indian SaaS merchants?
A: Dodo Payments automatically calculates and applies GST for Indian merchants based on your customer’s location.
Q25: Does Dodo Payments handle international sales?
Q25: Does Dodo Payments handle international sales?
A: Yes, Dodo Payments supports international sales and manages all associated compliances.
Q26: Are address data such as city, state, zipcode fields mandatory? Can I exclude requesting those values from my customer?
Q26: Are address data such as city, state, zipcode fields mandatory? Can I exclude requesting those values from my customer?
A: Yes they are mandatory as we are the Merchant of Record and generate invoices, file taxes and ensure all purchases are compliant we require the Merchant’s billing address. You can implement our API based checkout flow where you can pre-fill the customer’s details if you have already collected them to ensure a smoother experience for your customers but we will need these details for every purchase.
Miscellaneous
Q27: How do I contact support?
Q27: How do I contact support?
A: You can contact our support team by sending an email to [email protected]. We are here to assist you with any issues or questions you may have.
Q28: How do I view reports on my transactions and payouts?
Q28: How do I view reports on my transactions and payouts?
A: You can generate detailed reports from the Reports section of your dashboard. These reports include data on transactions, refunds, and payouts, which you can filter by date and export in CSV format.
Q29: Can I integrate Dodo Payments with my existing website or platform?
Q29: Can I integrate Dodo Payments with my existing website or platform?
A: Yes, Dodo Payments offers API integration for seamless integration with your website or platform. You can find API documentation and guides in the Developer Section of your dashboard.
Q30: How to live mode access?
Q30: How to live mode access?
A: Make sure you have submitted the identity and business verification documents in the settings tab. If you have already submitted them and it has been more than 72 hours, check for the reason it is on hold on the same page and contact the support team.
Q31: Does dodo payments have an affiliate program?
Q31: Does dodo payments have an affiliate program?
A: At the moment, we do not have a publicly launched affiliate program that provides referral links and payouts. However, we do have partnership opportunities on a case-by-case basis—primarily aimed at larger SaaS platforms, agencies, or resellers that integrate Dodo Payments for multiple clients. We recommend contacting [email protected] if you are interested in discussing a partnership or affiliate-like arrangement.
Q32: How can I delete the products/customers that I have created?
Q32: How can I delete the products/customers that I have created?
A: Currently you cannot delete products or customers as these are need to maintain records for future compliance. We are currently working on an archive product feature which will allow you to remove the product from your active products section.
Q33: How can I have a custom UI for the payments page?
Q33: How can I have a custom UI for the payments page?
A: You can add your business logo and your business name to the payment page. To upload them, visit the business profile page on your dashboard.
Technical FAQs
Q1: Why didn't I receive the product id in the payment.succeeded webhook for a subscription product?
Q1: Why didn't I receive the product id in the payment.succeeded webhook for a subscription product?
A: The payment.succeeded webhook event for subscription products does not include a product_id. Instead, it provides the subscription_id associated with the subscription, along with other relevant details.
Q2: How do I verify the webhooks I receive are actually from dodo payments and not from any malicious actors?
Q2: How do I verify the webhooks I receive are actually from dodo payments and not from any malicious actors?
A: To verify that the webhooks you receive are genuinely from Dodo Payments and not from malicious actors, follow these steps:
- Check the Signature: Each webhook sent by Dodo Payments includes a unique signature in the
webhook-signatureheader. This signature is generated using your webhook’s secret key and the payload of the event. - Retrieve the Secret Key: Ensure you have the secret key for your webhook, which can be found in your Dodo Payments dashboard under the Webhooks settings.
- Recompute the Signature: Use the same signing algorithm (HMAC-SHA256) as Dodo Payments to compute the signature on your server. Use the payload of the webhook and your webhook secret key.
- Compare Signatures: Compare the recomputed signature with the one provided in the
webhook-signatureheader. If they match, the webhook is authentic; if not, it should be rejected. - Use HTTPS: Ensure your webhook endpoint uses HTTPS to secure communication and prevent tampering during data transmission. By implementing these steps, you can confidently verify the authenticity of webhooks sent by Dodo Payments.
Q3: Why am I receiving a subscription.renew webhook even for the first month payment?
Q3: Why am I receiving a subscription.renew webhook even for the first month payment?
A: For subscriptions, subscription.renew will be triggered whenever the subscription amount is deducted. So yes, this is expected behavior.
Q5: How can I test webhooks locally?
Q5: How can I test webhooks locally?
A: To test webhooks locally, you can follow these steps:
- Use a Tunneling Tool: Tools like ngrok, LocalTunnel, or Cloudflare Tunnel can expose your local server to the internet. This provides a public URL that Dodo Payments can use to send webhook events to your local environment.
- Set Up the Webhook Endpoint: Create a webhook endpoint in your local application to handle incoming webhook events. Ensure it listens for HTTP POST requests.
- Configure the Webhook in Dodo Payments: Go to your Dodo Payments dashboard, navigate to the Webhooks settings, and update the webhook URL to the public URL generated by the tunneling tool.
- Trigger Events: Perform actions in your environment to trigger webhook events. For example, you can simulate payments or subscription renewals.
- Inspect Incoming Requests: Use the tunneling tool’s logs or your application’s logging to inspect the incoming webhook payloads. This allows you to verify that your endpoint is receiving the events and processing them correctly.
- Verify Signature: Ensure you validate the
webhook-signatureheader to confirm that the webhook events are authentic and sent by Dodo Payments.
By following these steps, you can easily test and debug webhooks in your local development environment.