An invoice or payment is missing

In short

A missing invoice or payment can result from the wrong account, a connection filter, active synchronization, or a change not imported yet. First search by document reference and verify its source company. Then compare amount, currency, linked account, and modification time before requesting another synchronization.

Expected result

The document appears on the right account or the exact reason for its exclusion is known.

Before you start

Have the source reference, amount, currency, and customer account ready.
Determine whether the record is synchronized or was manually created in Billabex.

Procedure

Search the global invoice list by reference, then check the expected customer account.
In the source, confirm company, account, status, and latest document modification.
Open integration details and compare that date with the latest successful run.
Make sure connection filters do not exclude the account.
After the next run, check the document and paid amount without creating a manual duplicate.

What Billabex does

Billabex links invoices, payments, and credits to their source account. Paid amounts and allocations can update the balance after the document arrives because those events are processed separately.

If the result is not what you expected

Do not manually recreate an invoice expected from the integration because it could later appear twice.
If a source account was merged or renamed, give support both its former and current identifiers.
When only a payment is missing, also verify its invoice allocation in the invoicing tool.