The customer's online payment does not appear

Symptom

The customer says they paid the invoice by Multibanco, MB WAY or card, but the invoice is still unpaid and the request appears in To pay, in the What is there to do with the online payments? panel, or no longer appears anywhere.

Message

When you click Check now, on the payment:

“Provider answer. Not paid yet: the provider still waits for the customer.”

If you click again straight away:

“The provider was asked a few seconds ago. Wait a moment and try again.”

On a payment in the Error state, when the provider's notification carries another amount:

“The amount of the payment data does not match the amount of the transaction.”

Currently, when opening the payment from the invoice, with the Accountant and Fiscal officer profiles:

“You do not have access to “Pending payment data to process”. This area is reserved for the technical administrator of the system. It is not part of your profile's work: there is nothing to ask for.”

Verified causes

• The provider does not yet consider the payment made. In the demonstration, FT D26/29 (ifthenpay) remained unpaid after Check now and after a payment notification that the provider's simulator did not confirm.
• The request is still within its deadline. In What is pending, each reference shows Pay until and the date. Until the provider confirms, it stays there.
• The notification carries an amount different from the request. In the demonstration, a notification of €1.00 on a request of €4,847.43 (FT D26/30, Eupago) put the payment in Error, with the message above. The invoice remained fully unpaid and Check now no longer appeared. Currently, this payment also leaves What is pending without entering Expired or cancelled: you find it through the invoice.

What to check

1. Open Accounting › Reconcile › What is there to do with the online payments? and choose the month of the request. Look at the To pay card and the What is pending list, with the customer, the amount and the deadline.
2. Ask the customer for the proof of payment: the reference, the amount and the payment date. Compare the amount with the panel line: the line shows the customer, the amount and the deadline, not the reference number.
3. If the request is not in the panel, open the invoice and look at the Payment Transaction button, which shows the request linked to it.

How to fix it

1. On the invoice, click Payment Transaction. Look at the state at the top of the payment:
   • Pending: click Check now. fiscaldoo asks the provider and shows the answer. If it is the one above, the provider does not have the payment yet: confirm the details with the customer and check again later.
   • Error: read the message on the payment. There is no button to retry: compare the proof of payment with the invoice and contact support.
   • Confirmed: the payment has come in. See “Expected result”.
2. Once the provider confirms, handle the rest in How to reconcile online payments.

Who does it: currently, the administrator. The Accountant and Fiscal officer profiles see the panel and the invoice, but get the access refusal above when opening the payment. Although the message says “there is nothing to ask for”, only the administrator can use Check now and read an Error: ask them to check.

Pending validation on screen: the answer of Check now when the provider already has the payment, and confirmation with ifthenpay, with MB WAY and with card. Currently, in the demonstration, the simulators answer “to pay” to this check, and the ifthenpay one does not confirm a notification. What follows was seen with a notification from the Eupago simulator, by Multibanco.

Expected result

Once the provider confirms, with nothing to do on screen, on FT D26/33 for €147.60:

• The invoice shows the Paid ribbon, the line “Paid on 04/11/2026 €147.60”, Amount Due €0.00 and the 1 Payments button.
• The payment (the Payment Transaction button) becomes Confirmed, without Check now.
• In the panel, the request moves from To pay to Paid.
• The receipt PBNK1/2026/00040 is posted:

Account	Debit	Credit
120002 Outstanding Receipts	€147.60
2111 Clientes gerais		€147.60

A repeated notification does not pay twice: the same notification, sent again, was only counted as a repeat.

When to contact support

• The provider confirms the payment on the customer's proof of payment and Check now still answers that it is not paid.
• The payment is in Error.
• Another answer from the provider or an error appears.

Information to send

• The invoice number and the payment reference (for example SUB00001-575-1).
• The customer's proof of payment, without card details.
• The full text of the message, copied from the screen, the profile and the approximate time.