Most "missing" payments have arrived but aren't on the invoice yet. Look in the places below first. If it isn't anywhere, email the Streamlined team to trace it.
Give it time
Bank transfers usually show within one business day of reaching the bank. Checks show within two business days of reaching your lockbox, plus mail time. Bank debits take 2 to 4 business days. See how long payments take.
Look for the payment
Unmatched payments: a payment that couldn't be tied to one invoice is in the card at the top of Transactions, "payments couldn't be matched to an open invoice". Click Match to apply it.
All transactions: search or filter Transactions by customer, payment type (Bank transfer, Check, or Int. wire), date, or amount. It may be under another customer or on a different invoice.
Pending transactions: a bank debit that hasn't cleared yet shows here, and its invoice shows PROCESSING.
The customer's page: a banner says if the customer has transactions not linked to an invoice. Click Fix now.
Group members and deposits: it may be under another group member, or on a deposit waiting to be applied to an invoice.
For a check, open the payment and look under Attachments for the check image. If you find a payment on the wrong customer or invoice, move it.
When they paid by ACH but the invoice is open
A payment for several invoices, or for a different amount than the invoice, waits in the unmatched payments. Also ask your customer which bank details they used. They should use the ones on their own invoice.
When they mailed a check
Confirm it went by USPS to the exact address on the invoice, including the Attn: line. See paying by check.
When they ask for proof of payment
Streamlined doesn't produce bank remittance or proof of payment documents in the app. Email the Streamlined team for help.
Ask the Streamlined team to trace it
Email help@streamlinedpayments.com with:
the customer's name and the invoice numbers;
the amount, the date it was sent, and how: ACH, wire, or check;
for a check, the check number, the payer name on it, and the address it was mailed to;
for ACH or wire, the trace or reference number from your customer's bank, and the bank details they sent it to.
Who can use this feature?
Team members with Transactions access
Available on all plans