Troubleshoot Missing Transactions
Transactions usually aren't visible until they are posted on the bank's side, with the exception of Emburse Card, AMEX Virtual Card, and SVB Virtual Card transactions. If transactions are missing, check the following before contacting our Support team:
- Are the transactions posted on the bank's side?
- Are the cards used for the missing transactions assigned?
If you notice a missing transactions in Abacus, find the appropriate card program connection type below to view troubleshooting tips.
SFTP or Direct Data Feed from Your Bank
A Secure File Transfer Protocol (SFTP) feed serves as the direct connection from the bank to Abacus. All data sent by the bank will be posted.
To get started troubleshooting, contact your bank to request they send the data to Abacus again.
Should you still encounter missing transactions, reach out to our Support team with the transaction details, including the last 4 digits of the card, transaction amount, transaction date, and merchant's name. You will also need to provide us with the name of the data file sent by the bank.
For information on SFTP feeds, please see Receiving Bank Delivery via SFTP.
Aggregation Connections
Unlike an SFTP feed, an aggregation connection is facilitated by a third-party data aggregator partner like Plaid or Finicity. They act as a bridge to help send data from the bank to Abacus.
For missing transactions with this kind of connection, start by checking whether the cards are assigned to users and if there are posted transactions on the cards.
Then send our Support team some examples of missing transactions, including the last 4 digits of the card, transaction amount, transaction date, and merchant's name.
With the information you provide, we will create a support request with our aggregation partner for further investigation.
Statement Upload Connections
This is the kind of connection that you have the most control over. You may upload transactions with your desired frequency, time, and date. If you notice missing transactions, check your CSV file to see whether those transactions were included. If not, you may add them and upload the file again.
See Creating and Managing a Statement Upload Corporate Card Program for more details.