Use these steps if a transaction cannot be located in the terminal or available transaction records.
Search for the Transaction
- Search by transaction number first, if available.
- If needed, search using the transaction date and time.
- Compare the transaction amount.
- Use the card brand and masked last four digits when permitted.
- Confirm you are viewing the correct merchant profile or MID.
- Check whether the transaction is in the current batch or a previously settled batch.
Contact Support If
- The transaction still cannot be located.
- The terminal and payment records show different results.
- The transaction may have timed out or been retried.
- The correct merchant profile or batch cannot be confirmed.
Important: Do not rerun a sale simply because it is not visible in one transaction screen. Verify its status first.