Troubleshoot the Tango Card integration
If you run into issues when using the Tango Card integration, refer to the errors below for advice on how to resolve them:
Setting up the integration
An error is displayed when connecting: We could not sign in to Tango Card with those details. Check the platform name and API key and try again.
Tango Card rejected the credentials, so nothing was saved.
To resolve, open your Tango Card portal and confirm your platform name and API key under Team settings → API credentials. Common causes include a typo, an API key that's been rotated or revoked, and sandbox credentials entered on a production account (or the reverse).
An error is displayed when connecting: Tango Card is not responding right now. Your details were not saved — wait a moment and try again.
Tango Card didn't answer in time, or answered with a server error. This says nothing about your credentials—they may be perfectly fine.
To resolve, wait a moment and try connecting again.
An error is displayed when connecting: Enter both your Tango Card platform name and API key.
One of the two fields was submitted empty. Both are required.
An error is displayed during setup: You do not have permission to take this action.
This error is displayed to view-only users who attempt to connect or disconnect an integration. To set up the integration, speak with one of your Private Panels admins.
Choosing a reward or funding account
The Tango Card Reward drop-down is empty, or a brand you expect is missing
Private Panels only lists rewards it can send with a researcher-entered amount. A reward appears only when it's variable-amount, priced in USD, and active in your Tango Card catalog.
To resolve, check the reward's details in your Tango Card portal. Fixed-value cards—ones that only come in set denominations—can't be used for Private Panels incentives.
An error is displayed in Study Settings: Error loading Tango Card rewards. or Error loading Tango Card funding accounts.
Private Panels couldn't reach Tango Card to load the list.
Tip: This error is often temporary. Reload the page before digging further.
If it persists, confirm your integration is still connected on the Settings → Integrations page, and that your API key hasn't been revoked in Tango Card.
An error is displayed in Study Settings: We could not load your connected incentive providers, so reward selection is unavailable.
The list of your connected integrations couldn't be loaded, so Private Panels can't show the reward fields.
To resolve, reload the page.
The Tango Card Funding account drop-down isn't displayed
This is expected when your Tango Card platform has exactly one usable funding account—payments draw from it automatically, so there's nothing to choose.
If you expect several accounts, confirm each one is active and denominated in USD in Tango Card. Inactive, frozen, and non-USD accounts are excluded.
Paying participants
An error is displayed in the payment modal: Missing Tango Card reward - please update in Study Settings.
The study doesn't have a Tango Card reward selected yet.
To resolve, open Study Settings and select a Tango Card Reward. For more information, see Set up Tango Card for a study.
A warning is displayed in the payment modal: This payment method supports USD only.
Tango Card payments are processed in USD, and this study's incentive currency is something else.
To resolve, change the study's incentive currency to USD in Study Settings, or pay this study with another method.
An error is displayed: Choose which Tango Card funding account this study pays from in Study Settings.
Your Tango Card platform holds several funding accounts, and this study hasn't been pointed at one.
To resolve, open Study Settings and select a Tango Card Funding account.
An error is displayed: Your Tango Card platform has no funding account to pay from. Create and fund one in Tango Card, then try again.
Private Panels found no usable funding account on your platform. An account has to be active and denominated in USD to pay from.
To resolve, create and fund an account in your Tango Card portal, then try the payment again.
An error is displayed: Tango Card funding account is not active; pick another one in Study Settings.
The account this study pays from has since been deactivated or frozen in Tango Card.
To resolve, reactivate it in Tango Card, or select a different Tango Card Funding account in Study Settings.
An error is displayed: That Tango Card funding account is no longer available. Pick another one in Study Settings.
The account this study pays from can't be found on your platform anymore. This also happens when the integration has been reconnected to a different Tango Card platform, since the account IDs stored on your studies only existed on the old one.
To resolve, select a different Tango Card Funding account in Study Settings.
An error is displayed: Tango Card funding account currency is EUR; USD required.
The account this study pays from isn't denominated in USD, and Tango Card payments are processed in USD only.
To resolve, select a USD account as the study's Tango Card Funding account in Study Settings.
An error is displayed: Not enough balance in your Tango Card balance. Balance: $X, Needed: $Y. Please fund your Tango Card balance and try again.
The payment is refused before anyone is paid, because your funding account doesn't hold enough to cover the amount multiplied by the number of participants you selected.
To resolve, add funds to the account in your Tango Card portal, then try the payment again. You can also pay participants in smaller batches.
An error is displayed: Error checking balance. Please try again later. or We could not check your Tango Card funding account. Please try again.
Private Panels couldn't read your balance from Tango Card, so it won't let the payment through on an unverified budget.
Tip: This error is often temporary. Try again in a moment before digging further.
Tango Card isn't listed as a payment method
This usually means one of the following:
The integration isn't connected. Check the Settings → Integrations page.
Your organization pays incentives in points, in which case connected incentive integrations aren't offered as payment methods.
The list of connected payment methods failed to load, in which case you'll also see:
We could not load your connected payment methods, so this list is incomplete. Please reload the page and try again.Reload the page.
An error is displayed: Only Admin user roles can pay incentives in this Organization
Your organization restricts incentive payments to admins.
To resolve, ask one of your Private Panels admins to send the payment, or to change the restriction in your organization's settings.
A participant is marked Payment failed after a payment was sent
Tango Card refused the order for that participant, so Private Panels returned them to an unpaid state rather than leaving them recorded as paid. The person who sent the payment receives an email naming the study and the participant.
To resolve, confirm the participant has a valid payment email and that your funding account is active and funded, then pay them again. If it keeps failing, contact the Dscout Support Team.
If the above guidance doesn't help, reach out to your Account Director or the Dscout Support Team for assistance.
For more information on the Tango Card integration, see the following resources: