Why Isn't My Transaction Showing?

Why Isn't My Transaction Showing?

Most likely, your agreement details don't match how the payment actually arrived.

Quick diagnostic:

Check your rent schedule settings:

• Is the amount what you actually received?

• Is the due date when payment usually arrives?

• Is the frequency correct (weekly/monthly)?

If any of these are wrong, fix them now:

1. Go to the tenancy

2. Update rent schedule

3. Come back - we'll search again with correct details

Common Reasons Transactions Don't Show

1. Wrong Payment Amount

Your setup: £800/month
What arrived: £400 (tenant splits payment with partner)

Fix: Add reference keywords for both payers so we can identify their payments

Your setup: £800/month
What arrived: £200 (tenant pays weekly)

Fix: Change rent schedule to weekly £200

2. Wrong Payment Date

Your setup: 1st of month
What arrived: Payment always comes on the 28th

Fix: Update due date to 28th

Your setup: 1st of month
What arrived: This month it came on the 15th

Fix: Add a reference so we can match regardless of date variations

3. Missing Reference Keywords

The problem: You have multiple tenants paying similar amounts on similar dates

Without references, we can't tell them apart.

Fix:

1. Go to your tenancy and scroll to the bottom
   
   

   

   
   

2. Add reference keywords that your tenant typically uses when making the payment (e.g., "GRACE", "ROOM2")

   
   

4. Split Payments

What happened: £800 rent but two people sent £400 each

What you see: One £400 suggestion, but not the other

Fix:

• Add both payers' names as reference keywords

• We'll match both payments to the same invoice

5. HMO Properties

The problem: Multiple rooms, multiple tenants, similar amounts

Fix:

• Create separate tenancies for each room

• Add correct tenant names for each room

• Payments auto-match to correct invoices

  
  

What to Do Right Now

Option 1: Fix Your Agreement First

If your rent schedule has wrong details:

1. Tap "There's no correct transaction"

2. We'll prompt you to update your agreement

3. Once saved, we'll search again with correct details

Option 2: Find It Manually

If your agreement is correct but transaction still isn't showing:

1. Tap "See all transactions"

2. Find the payment in your full transaction list

3. Assign it manually

4. We'll learn from this for next time

Option 3: Mark as Paid Without Transaction

If payment arrived as cash or to a different account:

1. Toggle "Mark as paid"

2. Records payment without linking a transaction

Option 4: It Hasn't Arrived Yet

If you're sure payment hasn't been received:

1. Tap "There's no correct transaction"

2. We'll hide the wrong suggestions

3. We'll check again when new transactions sync

Understanding Confidence Scores

High (70-100%): Good match - date, amount, and reference all align

Medium (40-69%): Partial match - some details don't match your agreement

Low (30-39%): Weak match - most details differ from expectations

N/A: This transaction was partially assigned before (remaining balance to assign)

Lower confidence = your agreement needs updating

Reference Keywords: The Key to Automatic Matching

Reference keywords are the most reliable way to match payments.

How it works:

1. You add reference keywords in your tenancy agreement

2. We match any transaction containing that keyword

Examples:

• Keyword: "GRACE"

• Tenant sends: "GRACE NOVEMBER"

• ✓ Instant match

  
  

Without keywords: We rely on amount + date matching, which fails when payments arrive at unexpected times or amounts.

The System Learns Over Time

After you manually assign 2-3 similar payments, we recognise the pattern.

Example:

• Month 1: You assign £400 manually (agreement expects £800)

• Month 2: You assign £400 again

• Month 3: We start suggesting £400 with medium confidence

• Month 4+: High confidence automatic matching

  
  

Still Not Finding It?

Check these:

Did you already assign part of it?

• Check if you assigned £500 from a £1,000 transaction last month

• The remaining £500 shows with N/A confidence

  
  

Are there duplicate tenancies?

• Multiple rent schedules with same tenant name cause confusion

• Merge or delete duplicates

Need More Help?

Contact support