If a transaction is missing, follow the troubleshooting steps below. If these solutions do not resolve the issue, submit a support ticket with all relevant details.
Transaction Missing in Payment Gateway
If the payment exists in XenDirect but does not appear in the gateway log or Payment Gateway, it is likely that the payment was never processed.
If the payment exists in XenDirect and the gateway log confirms a successful transaction, but the payment is missing from the Payment Gateway, contact your Payment Gateway provider for further assistance.
Transaction Missing in XenDirect
If a payment transaction is missing from XenDirect and has not been deleted, check the following:
- Does the transaction exist in your payment gateway?
- Is the transaction displayed 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 transaction may be missing due to:
- An error that occurred after credit card approval.
- The client interrupting the process before the transaction was completed.
Next Steps
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If the transaction exists in the payment gateway but not in XenDirect:
- Manually add the transaction into XenDirect.
- Enter a deposit date and any relevant payment gateway transaction details.
- Do not process the credit card again as the charge has already been made.
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If the transaction does not exist in both the payment gateway and XenDirect:
- Manually add the transaction into XenDirect as a new payment.
- Process the credit card transaction as usual.
If you confirm that the missing payment is due to an error, submit a support ticket with all relevant details for further assistance.