bridGe support
Fixes for the problems people raise most. Setting up for the first time? Start with the getting started guide.
The add-on has its own help page too: open your form, then the Add-ons icon (the puzzle piece), then bridGe Forms, then Help.
The person paying did not get an M-Pesa prompt
Check that the phone number question on the form was filled in, in the 07XXXXXXXX format. Then check that the bridGe panel says Payments are ON for the form.
The sheet still shows unpaid after someone paid
Give it a minute: the status updates after M-Pesa confirms the payment. If it has been longer than that, email us the M-Pesa receipt number so we can trace it.
Where is my invoice on the Direct tier
Fees add up until they reach KSh 100. The invoice then goes to the email address on your bridGe account.
Changing between Direct and Managed
Open the bridGe panel and click Edit under Connect M-Pesa Account. That is where you switch between your own Paybill, Till or bank account and bridGe collecting for you. Payments that have already sent an M-Pesa prompt finish the way they started; the change applies from the next submission.
Removing bridGe from a form
To stop payments on one form, click Turn OFF under Turn on Payments in the bridGe panel. To remove bridGe completely, open the bridGe Forms listing on the Google Workspace Marketplace and click Uninstall. You can also revoke its access in your Google account permissions. Google account permissions (opens in a new tab)
Email us
So we can trace what happened, include:
- the name of the form
- roughly when it happened, date and time
- the amount, and the M-Pesa receipt number if there was one