Statement Was Processed but Still Shows as Missing

"I'm showing a gap, but when I go to the processed files, it shows that the statement was
processed. It's not on the 'To Assign' tab."

This happens because processed and assigned are different things, tracked on two different
screens that use two different sets of words for two different stages of the same file's life.

The files screen — titled ALL FILES — shows filter chips PROCESSING, REJECTED, and
PROCESSED. These describe whether the platform finished pulling data out of the file. That's
it. A file being PROCESSED only means extraction finished; it says nothing about what
happened to what was extracted.

The statements view has its own, separate chips — TO ASSIGN, TO RECONCILE, and
RECONCILED — showing where a resulting account period sits in the reconciliation workflow.

A file can be PROCESSED while the periods it produced are:

• still waiting to be assigned (should be on TO ASSIGN),
• already assigned and further along (TO RECONCILE or RECONCILED), or
• non-existent — extraction finished but produced nothing to assign at all.

So "processed" is not a promise that a statement is now sitting somewhere waiting for you. Check
both screens before concluding anything is stuck.

1. Check the file's own row on the files screen first. Look at the Notes column — it
carries the reason for a rejection or failure. If the file shows PROCESSED, there's nothing
in Notes to explain a missing statement; that column speaks to failures, not to where a
successfully processed file's periods ended up.

One wrinkle: the Notes column is hidden while the Processing filter is active. If a file
looks stuck and uninformative, and you're looking at it under the Processing filter, that's why —
switch to the bucket the file actually landed in (Rejected or Processed) to see Notes at all.

2. Check whether periods were created, and where they went. If the file is genuinely
Processed, look for the account period it should have produced. Two outcomes are normal, not
signs of a problem:

• It's sitting on TO ASSIGN, waiting for you to assign it to an account. This is the ordinary
  case for a document that produced exactly one account's worth of data and wasn't auto-assigned.
• The document contained several accounts. When one uploaded document produces periods for
  more than one account, the platform leaves every one of them unassigned by design — even the
  one that matches the account you uploaded against. The only visible clue is a grouping column
  on the unassigned-statements grid headed Extracted account info — there is no separate
  message telling you a document contained multiple accounts; you just see more rows on TO
  ASSIGN than you expected. If you're missing one period from a multi-account statement, look
  there before assuming it vanished.

3. If neither of those explains it, you may have a genuinely stuck file. A file can finish
extraction successfully on the processing side while the platform itself is never told that it
finished — there is no automatic detection of this condition. From the outside it can look like a
file that should be Processed but isn't, or a period that should exist but doesn't. There is no
self-service fix for this case.

If you believe this is what's happening, contact support with:

• the engagement name,
• the account the statement belongs to,
• the file name and the date you uploaded it,
• the statement period it should cover (if known).

Support can check whether the file actually completed on the processing side and, if so, reprocess
it without requiring you to re-upload.

A file sitting in Processing cannot be deleted until it leaves that state — whether it moves
on to Rejected or Processed. If a file looks stuck and you want to clear it and try again, you
will not be able to delete it until it resolves one way or the other; that's expected, not a
separate bug.