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Version: Current

Troubleshooting: Corporate Card Reconciliation Issues

Problem​

When using the Expenses > Card Reconciliation screen, you encounter issues:

  1. Expected card payments (from the feed) are missing.
  2. Expected expense documents are missing.
  3. Automatic matching fails for transactions that should match.
  4. Manual matching fails or produces errors.
  5. Reconciled items still appear as unreconciled.

Common Causes​

  1. Card Feed Issues:
    • The feed for the specific corporate card is not set up, inactive, or experiencing delays/errors.
    • The specific payment transaction hasn't been imported yet due to timing or feed issues.
  2. Missing/Incorrect Expenses:
    • The employee hasn't submitted the corresponding expense document yet.
    • The submitted expense was incorrectly marked as "Personal Spend" instead of "Corporate Card Spend".
    • The expense is in a status not configured to appear in the reconciliation screen (e.g., still Scanning or User Review, or already Completed).
  3. Incorrect Filters: Filters applied on the Card Reconciliation screen (Card, Employee, Date Range, Status) are hiding the expected payments or expenses.
  4. Data Mismatches for Auto-Matching: Automatic matching relies on Amount, Date, and potentially Merchant Name. Discrepancies in these fields between the payment feed and the expense document prevent auto-matching. Currency differences can also cause amount mismatches.
  5. Manual Matching Errors: Trying to match a payment to an expense for a different employee or card.
  6. Permissions/Visibility: The user performing reconciliation lacks the necessary permissions or Data Permissions to view either the Payments or the Expenses.
  7. Caching/Refresh Issues: The screen hasn't updated to reflect recent changes or newly imported data.

Troubleshooting Steps​

  1. Check Card Feed Status (Admin/Staff Task): Verify the relevant corporate card feed is active and running successfully. Check integration logs for any feed errors or delays.
  2. Verify Expense Submission:
    • Check the Expenses > Expenses submodule. Has the employee submitted the corresponding expense?
    • Open the expense. Is it correctly marked as "Corporate Card Spend"? Is it in an appropriate status (e.g., Ready to Reconcile, Claimed)?
  3. Clear Filters: On the Card Reconciliation screen, clear all filters (Card, Employee, Date Range, Status) to ensure nothing is unintentionally hidden. Reapply filters carefully one by one.
  4. Review Data for Mismatches: Compare the details (Amount, Date, Merchant) of the unreconciled payment on the left with the corresponding expense on the right. Are there discrepancies preventing auto-matching?
  5. Manual Matching: If auto-matching fails, attempt to manually match the payment to the correct expense. Ensure you are linking the correct items.
  6. Check Permissions (Admin Task): Verify the user has the necessary permissions (EXPENSES:PAYMENT#VIEW, EXPENSES:EXPENSE#VIEW, EXPENSES:RECONCILE#VISIBLE, potentially #UPDATE permissions) and relevant Data Permissions.
  7. Refresh Screen: Use the browser's refresh button or navigate away and back to the Card Reconciliation screen to ensure you're seeing the latest data.
  8. Handle Discrepancies: If amounts or other details genuinely differ, follow procedures outlined in Reconciling Corporate Cards.

Need Help?​

If you continue to experience issues with card reconciliation, contact Zudello support. Provide:

  • Details of the specific Payment Method (Card).
  • Transaction details for the payment (Date, Amount, Merchant).
  • Document UUID of the corresponding Expense (if submitted).
  • Screenshots of the Card Reconciliation screen showing the issue.