If a card charge you expect does not appear in Factorial, follow this short troubleshooting guide. Factorial shows card activity inside the product, and Support will investigate anything that still looks missing. Do not go to external issuer dashboards or contact them directly.

Quick summary

• First check the Card payments table in Factorial for the card in question.
• Common reasons for “missing” items are pending authorizations, delayed settlement, refunds, or transaction categorization.
• If you still cannot find the transaction, collect a few key details and contact Factorial Support so we can investigate with our payments partner.

Where to check in Factorial

• Cardholder view: My Spending → My Cards → select the specific card > the card detail opens on the Card payments tab. The table shows all transactions and their status.
• Manager or finance view: Treasury → Cards → click the right arrow on the card row to open card detail > Card payments tab. Use the table filters to search.

Most common causes

• Pending authorizations: The merchant has authorized the amount but not yet settled it. Authorizations may appear with a pending or authorized status before they become settled transactions.
• Delayed settlement or merchant batching: Merchants sometimes submit batches of charges later. Most authorizations settle within a few days, but some categories like hotels, airlines, and car rentals can take longer to settle.
• Refunds or voids: A merchant may have voided or refunded the charge. The original authorization may disappear and a refund record may exist instead.
• Transaction categorization or filters: The charge is present but filtered out or listed under a slightly different merchant name. Try broad filters, or search by amount.
• Processing issues or merchant-side delays: The merchant may not yet have submitted the transaction for processing, or there was a temporary processing error.
• Card controls or merchant category restrictions: Spending controls or merchant category restrictions may have blocked the charge, so the authorization never completed.
• Offline or delayed terminal transactions: Some terminals process offline and then post later, producing a delay between purchase and settlement.
• Currency conversion and display differences: The charge may be recorded in the card currency and displayed differently due to FX timing. Check both currencies and exchange rate fields if present.

Step-by-step actions to take

1. Open the Card payments tab for the card and set a broad date range
2. Search by exact amount, merchant name, or transaction id if you have it
3. Look at the transaction status - authorized, pending, settled, refunded, declined
4. Check for refund or void records around the same date and amount
5. Confirm the card is active and not blocked by controls or MCC restrictions
6. If you use the Public API or exports, run a transaction export for the same period to cross-check
7. If you still cannot find the transaction, gather the details listed below and contact Factorial Support

What to include when contacting Support

Provide as many of the following as possible:

• Cardholder name and card last 4 digits.
• Approximate date and time of the purchase.
• Merchant name and amount (and currency).
• Any transaction or authorization id from receipts or bank messages.
• Screenshot of the bank/cardholder notification or receipt if available.
• The Factorial card payments view screenshot if you can.

Support will use these details to check logs and transaction feeds and escalate to the payments partner if needed.

Preventive tips

• Encourage cardholders to attach receipts to transactions as soon as possible.
• Turn on in-app and email notifications so approvers and cardholders see charges promptly.
• Reconcile cards regularly and use saved views or exports for automated checks.
• If you rely on automated flows, add monitoring that alerts finance when expected transaction counts drop.