Review the list below. If these solutions do not solve the issue, please submit a support ticket.
Transaction Missing in Payment Gateway
If the payment exists in XenDirect but does not exist in the gateway log or in the Payment Gateway, the payment most likely was never processed.
If the payment exists in XenDirect and the gateway log displays a successful transaction was received, but does not exist in the Payment Gateway, contact your Payment gateway for assistance
Transaction is Missing in XenDirect
Assuming the payment transaction was not deleted, there could be several reasons. Check these areas:
- Does the transaction exist in your payment gateway?
- Does the transaction display in the gateway log?
- Is there an Assignment recorded?
- Is there a Client Case Note recorded for the automatic email confirmation (WebReg only) and/or the new Assignment?
The process either encountered an error after the credit card was approved or the client may have interrupted the process before the payment transaction was completed.
If the transaction does exist in the payment gateway but not in XenDirect, add the transaction into XenDirect making sure to enter a deposit date and any payment gateway transaction information desired. Do not process the credit card again as it has already been charged.
If the transaction does not exist in the payment gateway and not in XenDirect, add the transaction into XenDirect as a new payment and process the credit card as usual.
If the missing payment seems to be confirmed to be related to an error, please submit a support ticket with all the related details.