Support
ITEDA Solutions ("bridGe")
Need help with bridGe? Email us at itedasolutions@gmail.com and we'll get back to you. For common questions, the add-on has its own Help page — open your form, then Extensions → bridGe → Help.
Before you email, check these
- Respondent didn't get an M-Pesa prompt: confirm the phone number field
on the form was actually filled in, and that it's in the
07XXXXXXXXformat. Also check that Collect Payments is turned on for the form. - Payment went through but the sheet didn't update: give it a minute — status updates arrive after M-Pesa confirms the transaction. If it's been longer than that, email us with the receipt number so we can trace it.
- You want to change where the money goes: that's Step 2 in the bridGe sidebar — Connect M-Pesa — where you can switch between your own Paybill, Till, bank account, or bridGe collecting on your behalf.
What to include when you report a problem
So we can actually diagnose what happened, please include:
- The name of the form.
- Roughly when it happened (date and time).
- The M-Pesa receipt number, if one was generated.