An invoice is usually missing because the payment is on a different customer. Reconcile only lists invoices for the customer the payment belongs to.
The payment is on the wrong customer
A customer sometimes pays from a different account, or pays for another location. Check Customer on the payment.
Go to Transactions and open the payment.
Next to Customer, click Change customer (✎).
Search for the right customer and click Confirm.
Click + Add next to Invoice, or Match in the unmatched card, and find the invoice again.
Note: You can change the customer only while the payment isn't applied to an invoice. If it's already applied, see move a payment.
The invoice belongs to another group member
If the customer is in a customer group, Browse includes every member's open invoices. Filter the list by customer to narrow it to one member. If the two customers should share invoices but aren't grouped, see customer groups.
A filter is hiding it
Browse opens with the same filters you use on your invoice list. A closed or not-yet-due invoice may be filtered out. Change the filter, or paste the invoice number on the Auto-match tab.
The invoice is already paid
An invoice that shows Closed already has a payment on it. Check whether this is a second payment for the same invoice. If your customer paid twice, see handle a double payment.
The invoice isn't issued or synced yet
Only issued invoices can be paid, so a draft won't show until you issue it. A newly issued invoice, or one that recently came in from Shopify, can take a short time to appear. Wait a few minutes and try again.
When you still can't find it
Email help@streamlinedpayments.com with the payment amount and date, the customer's name, and the invoice number you're trying to match.
Who can use this feature?
Team members with Transactions access
Available on all plans