How Rise Pay Cut Support Tickets 40% and Stabilized Global Payments with ThinkSys QA

Imagine running a global fintech platform where every failed payment means lost revenue and angry customers flooding your support inbox. That was Rise Pay's reality. Their app handled millions in fiat and crypto transactions daily. However, technical issues led to payment failures and increased support tickets. Then, they partnered with ThinkSys QA specialists to eliminate these issues. 

In this case study, you'll see exactly how Rise Pay reduced all the failures in just 4 months. This is a perfect success story for fintech leaders looking to build more reliable payment systems.

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Meet Rise Pay

Rise Pay, built by Riseworks.io, lets companies pay contractors anywhere in the world in USD and stablecoins (USDC, USDT). That means it lives at the hardest intersection in payments: fiat rails, crypto rails, and regulatory compliance, where every failed transaction is lost money, a support ticket, and a contractor who didn't get paid on time.

With millions in transactions moving through the platform daily, payment reliability had stopped being an engineering annoyance and become a business problem.

The Problem: Payments Were Failing and Nobody Could Say Why Fast Enough

Four issues compounded each other:

• Transactions failed or stalled: Payments stuck in processing with no clear path to diagnosis, across both fiat and stablecoin rails.
• KYC was leaking users: Identity-verification failures and confusing onboarding meant users abandoned before their first transaction.
• Engineering was stretched thin: Features shipped with minimal test coverage because the team had no dedicated QA function.
• Support absorbed the damage: Every escaped defect became tickets, and the support queue became the de facto bug tracker.

The pattern will be familiar to most FinTech teams: quality problems surface as support costs first, churn second, and engineering slowdown third.

QA Solution Provided by ThinkSys

Rise Pay partnered with ThinkSys and built a QA function from scratch. Here's how we approached it:

1. Mapped and documented every critical money path: Signup → KYC → wallet and bank linking → payment initiation → settlement → notification. Each flow was documented with expected states, failure states, and recovery behavior, because in payments, what happens when it fails matters more than the happy path.
2. Tested the payment failure modes specifically: Not generic functional testing targeted scenarios for the ways payments actually break: declined and stalled transactions, retry and recovery behavior, double-submission handling, stablecoin confirmation delays, and timeout behavior between Rise Pay and its banking and chain infrastructure.
3. Fixed the KYC funnel as a testable flow: Verification steps were tested across document types and edge cases, and error messages were rewritten in plain language, so a failed check told users what to do next instead of dead-ending them.
4. Built the automated regression gate: A 127-test automated suite covering critical transaction and onboarding paths, integrated into the deployment pipeline, every release validated before it can ship.
5. Embedded QA into the sprint cycle: Story-level acceptance review before development, a defect triage cadence with engineering, and a release sign-off report per deployment, the same structure we run in our dedicated QA team engagements.

Results After 4 Months: What Changed After QA Was Implemented

The support-ticket number tells the business story: when 40% of inquiries disappear, that's payments completing, onboarding succeeding, and users no longer needing to ask what went wrong.

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How We Test Payment Systems: What This Engagement Shows

Payment QA differs from standard software testing in three ways, all visible in the Rise Pay engagement:

• Failure paths are the product: Users forgive a slow feature; they don't forgive money vanishing into "processing." Payment testing prioritizes failure-state behavior: declines, retries, recovery, reconciliation over happy-path coverage.
• The riskiest code is the code you don't own: Most payment failures happen at integration boundaries: banking APIs, chain infrastructure, KYC vendors, webhook consumers. Testing has to simulate their failures, not just yours.
• Compliance flows are conversion flows: KYC isn't a checkbox, it's the top of the funnel. Testing it means measuring drop-off, not just pass/fail.

If your platform moves money - fiat, stablecoin, or both, these are the questions to ask any QA partner: 

1. Can you test our retry logic? 
2. How do you handle double-submission scenarios? 
3. How do you test KYC edge cases without real PII? 

(Our answers: yes, deliberately, and with synthetic identities, see our managed testing and software testing services.)

The Engagement Model Behind the Results

Rise Pay ran on our dedicated QA team model: a named squad with a QA lead, embedded in Rise Pay's sprints, working in their tools and their repository, with SLA-backed defect triage and a release sign-off per deployment. First defects were logged in week one; the automated regression gate was protecting every release within the engagement's first phase.

The same structure is available as a dedicated QA team (embedded, collaborative) or managed testing (full QA ownership), a 20-minute fit call recommends which.

Conclusion

Rise Pay didn't need more engineers, it needed the failure modes of a money-moving platform treated as first-class test targets. Four months of structured QA turned support-queue firefighting into a 127-test release gate, cut ticket volume by 40%, and gave a fiat-plus-stablecoin platform the thing FinTech users actually buy: payments that just work.

Tell us where your payments break; we'll show you how we'd test it.

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