Finding a transaction

If a payment you're expecting isn't showing in the Reporting Portal, these three quick checks will usually find it.

1. Search for the payment

Use the search bar to look for the payment by its details, such as:

• the payment reference
• the pupil's or payer's name
• the amount

If nothing comes up, try a shorter search. Part of the reference or just the surname is often enough, and it avoids missing a payment because of a spelling difference or a typo in the reference.

2. Check the date period

The portal only shows payments within the date period selected at the top right of the screen. If the payment was made outside that period, it won't appear in your results.

Widen the date period to cover when the payment was likely made, then search again.

3. Check you're in the right organisation

If you have more than one organisation, the portal only shows payments for the one you're currently viewing. Check the organisation name at the top left, under Select organisation.

If the payment belongs to a different organisation, switch to it and search again. See Switching between your organisations.

Still can't find it?

Contact our support team at [email protected]. Include the payer's name, the amount, the date the payment was made and the reference used, and we'll look into it for you.