Statement Was Processed but is Missing

Find why a statement is missing

Step 1. Check the file row.

Find the row of the file on the files screen. Read the Notes column. Notes gives the reason for a rejection or a failure.

If the file status is PROCESSED, Notes does not explain a missing statement. Notes shows failures only. It does not show where the periods of a processed file went.

NOTE: Notes is not visible when the Processing filter is on. If the file shows no information under the Processing filter, change to the bucket where the file is now (Rejected or Processed). Then Notes is visible.

Step 2. Find out if the system made account periods, and where they are.

If the file status is PROCESSED, look for the account period that the file must make. These two results are normal:

• The period is in TO ASSIGN. It waits for you to assign it to an account. This is normal when the document has data for one account only and the system did not assign it automatically.
• The document has more than one account. When one document makes periods for more than one account, the platform does not assign any of them. This includes the period for the account that you uploaded the document against. This is by design.

The only indication of a multi-account document is the column “Extracted account info” in the unassigned-statements grid. No message tells you that the document has more than one account. You see more rows in TO ASSIGN than you expect.

If one period of a multi-account statement is missing, look in TO ASSIGN before you decide that the period is lost.

Step 3. Contact support if the cause is not found.

If neither result explains the problem, the file can be in an incorrect state. The file can complete extraction correctly on the processing side, but the platform does not receive a message that extraction is complete. The platform cannot detect this condition automatically.

From the outside, the file can look like it must be PROCESSED but is not. Or a period that must exist is missing. You cannot correct this yourself.

If you think this is the problem, contact support. Give this information:

• The engagement name
• The account of the statement
• The file name and the upload date
• The statement period that the file must cover (if you know it)

Support can check if the file completed on the processing side. If it did, support can process the file again. You do not have to upload the file again.

Limitation: delete a file in Processing

You cannot delete a file while its status is Processing. You can delete the file after it moves to Rejected or Processed. If a file does not move and you want to delete it and try again, you must wait. This is expected. It is not a separate fault.