Troubleshooting Unresolved Payments

Unresolved payments occur when payment transactions fail to process or are not properly allocated across accounts. These payments can disrupt workflows, financial reporting, and account balances. Resolving unresolved payments quickly ensures accurate accounting and operational continuity.

Possible Causes

1. Insufficient or Incorrect Payment Details

   1. Missing or incorrect payment gateway information.

   2. Invalid trust account or merchant settings.

2. NSF (Non-Sufficient Funds) or Payment Failure

   1. Payment failed due to insufficient funds or provider rejection.

   2. No intelligent reschedule or failure handling configured.

3. Unapplied or Unspread Transactions

   1. Transactions not spread to accounts or buckets properly.

   2. Misconfigured bundle spreader settings.

4. System Jobs Not Running

   1. Payment-related jobs (e.g., Payment System-Export and Settlement) not scheduled or failed.

5. Batch Not Deposited

   1. Payment batch remains in a pending state and has not been deposited.

Step-by-Step Resolution

Step 1: Verify Payment Details

1. Navigate to the account with the unresolved payment.

2. Open the Transactions section from the sidebar.

3. Confirm the payment details:

   1. Payment amount

   2. Payment method (Credit Card, ACH, etc.)

   3. Trust account and payment gateway

4. Check for any visible error messages, such as invalid account details or provider messages.

Step 2: Check NSF or Payment Failures

1. Review the Payment Plan Configuration:

   1. Confirm whether Intelligent Failure or Intelligent Reschedule is enabled in the payment destination settings.

      1. If enabled, failed payments will reschedule automatically.

      2. If disabled, failed payments may require manual intervention.

   2. Navigate to Setup → Transactions → Payment Destinations to review settings.

2. If NSF is identified:

   1. Contact the client to resolve the issue or collect updated payment details.

   2. Reschedule the payment manually if Intelligent Reschedule is disabled.

Step 3: Review Pending or Unspread Transactions

1. Go to Transactions → Scheduled Payments to locate pending or unresolved payments.

2. Check the Unspread Transactions section under Transactions → Unspread Transactions.

3. For pending transactions:

   1. Navigate to the transaction batch under Transactions → Batches → Opened.

   2. Deposit the batch to finalize the transaction. See Close and Deposit a Batch for details.

4. For unspread transactions:

   1. Review the spreader configuration:

      1. Navigate to Setup → Transactions → Spreaders.

      2. Confirm the correct spreader and bundle spread method is selected (e.g., Pro Rata, Assigned Age). See How Do I Unspread and Respread Payment Transactions? for more information.

Step 4: Verify Payment System Jobs

1. Navigate to Utilities → Jobs.

2. Locate the following jobs and check their status:

   1. Payment System-Export and Settlement Job: Processes transactions and settlement data.

   2. Payment System-Payment Plans Job: Manages payment plan tasks and reschedules failed payments if configured.

3. Ensure the jobs are:

   1. Active and scheduled.

   2. Completed without errors in the Last Run Status field.

4. If a job has failed:

   1. Review the error log.

   2. Reach out to Support with a clean screenshot of the Job page displaying the errors.

Step 5: Correct Batches and Deposit Payments

1. Go to Accounting → Registers and locate the batch containing unresolved payments.

2. Check the Pending Balance field:

   1. If the pending balance does not match the expected balance, investigate unprocessed transactions.

3. Deposit the batch to complete the transactions:

   1. Open the batch.

   2. Click Deposit and confirm payment posting.

Step 6: Resolve Bundle or Allocation Errors

1. Confirm if unresolved payments are related to bundles:

   1. Navigate to the Bundle section of the account.

   2. Click the funnel icon to filter and identify affected bundle groups.

2. Verify the bundle spread method:

   1. Go to Setup → Transactions → Spreaders.

   2. Check the selected method (e.g., Assigned Age, Pro Rata).

3. If a specific account in the bundle caused the issue:

   1. Adjust allocation manually by editing the spreader logic.

Preventative Measures

1. Enable Intelligent Reschedule: Automatically reschedule payments to reduce manual interventions.

2. Configure Spreaders Correctly: Use appropriate spread methods for bundled accounts.

3. Monitor Jobs Regularly: Ensure all payment system jobs run as scheduled.

4. Educate Staff: Train agents to identify and correct unresolved payments proactively.

Common Questions

Q1: How do I identify which accounts are affected by an unresolved payment?

A: Use the Unspread Transactions or Scheduled Payments sections under Transactions to filter and view accounts with unresolved payments.

Q2: What happens if a payment batch is not deposited?

A: Payments will remain in a pending state until the batch is deposited. Ensure batch deposits are part of daily financial operations.

Q3: Can unresolved payments impact invoices?

A: Yes. Payments that are not applied or remain unresolved may not appear on invoices. Reconcile unresolved payments before generating invoices.

Reporting Issues to Support

If you encounter errors or unexpected behavior on any page in the ACE system, follow the steps below to ensure that our support team has the information needed to assist you effectively.

Steps to Report an Issue

1. Take a Screenshot:

   1. Capture the entire page, including:

      1. The details visible on the page (e.g., fields, statuses, or tasks).

      2. Any error messages displayed.

      3. The URL in your browser’s address bar.

2. Include Key Details:

   1. In addition to the screenshot, provide the following information:

      1. What you were doing: A brief explanation of the actions you were taking when the issue occurred.

      2. Steps to reproduce: A clear description of how the issue can be replicated (if applicable).

      3. Error messages: Copy or include the exact error message text, if any.

3. Contact Support:

   1. Submit the screenshot and all relevant details to support.

Why Capturing the URL and Details is Important

1. The URL helps the support team identify the exact page or resource where the issue occurred.

2. Error messages and context provide valuable information for troubleshooting and resolving the issue promptly.

By following these steps, you enable our support team to resolve your issue more efficiently, regardless of the page or process where it occurred.