Payments Troubleshooting

The Remittance email recipient is in-correct

There are two different contacts stored on your supplier's record and the remittance advice can be set-up to use either of these.

Go to Payment Advice Email set-up for details and compare with the supplier's contact details, your templates may be using the other contact.

You can see 'Pre-Post' status records

'Pending' records can get stuck at 'Pre-Post' status if you initiate a payment that fails part-way through. Your browser has either been closed or disconnected from the internet before the payment transaction was posted or aborted.

To return these records to 'Pending' status, go to Fleet / Payments / Periodic and click on the Go button, all 'Pre-Post' records will be re-set to 'Pending' status.

If this is unsuccessful, please contact Catch-e Support, who will delete a lock on table 'pl_payables'.

You should then be able to click on the Go button, as previously described, to re-set all 'Pre-Post' records to 'Pending' status.

You are missing payment records

Check the following possible reasons;

• The Payment Schedule has not been created

• The Payment Schedule has been created, but a supplier not entered

• The Payment Schedule has reached its end and no outstanding (pending) payments remain

• "Stop Payment" has been put on the contract - all future payments are stopped

• The Contract has been suspended / terminated

You are missing a Bank Account

If using multiple bank accounts - check your set-up by following the steps below;

1. Process all payments for all listed bank accounts.

2. Select the following filters and execute; "Status" = 'Pending', "Bank Account" = '--All--'.

3. Any remaining 'Pending' payment records will be displayed.

4. Click on the "Contract Id" hyperlink of a remaining record to navigate to the contract and from there go to the Contracts / Contract tab to see what's in the "Company" field.

5. If the "Company" record is missing, it should be populated.

6. If there is a stored "Company" record, it is likely the company has not been set-up with a bank account.

7. Once a valid bank account is set up against that company, payment can be made.

Changing from single to multiple bank accounts

If you have executed a filter where a "Bank Account" has been selected and no payments appear on screen (and you are expecting them), contact Catch-e Support to investigate.
It's likely to be a set-up issue where there is a record in [gl_bank_account_maps] where gl_bank_account_aba_mappings]company_id = '0' or gl_bank_account_aba_mappings]process_type is not 'payables'. This is only used when a single bank account is being used for all payments.

You can't unpost a batch

If you're having trouble unposting a batch, go to the Unpost a payments batch page and follow the steps exactly.
A common trap is that the field "Payment Type" must be left at the '--All--' setting.