# How to troubleshoot FinDock

Every payment goes through three basic phases - accept, collect, reconcile. Each phase involves different features of FinDock (and Salesforce), along with particular data sources that impact how to troubleshoot a payment problem.

### Accept phase features and data

The accept phase is where a payer intent or desire to pay is captured with all the data required for the payee (debtor) to act on that intent. We use the term "payment intent" in this phase to refer to details of the one-time or recurring payment the payer has set up.

Key features of the accept phase include:

* Payment API - custom front end payment form integrations
* Giving Pages and PayLinks - OOTB online payment channels
* FinDock Payment component - virtual terminal (MOTO) payment channel
* Salesforce data entry - misc. tools for manually creating records
* WebHub - integration with PSPs


Key objects of the accept phase include:

* Contact or Account (payer)
* Inbound Report (payment intent)
* Installment and/or Recurring Payment (payment scope)
* Payment Profile (payment method)
* Mandate (recurring payment authorization)


### Collect phase features and data

For many types of one-time payments, such as one-time card payments, the collection phase is more or less indistinguishable from the accept phase. As soon as the new payment is created, the payment instruction is processed by the Payment Service Provider (PSP). There is a new debit on the payer's account and a corresponding credit on the merchants account.

The collection handles are handled automatically between FinDock and the PSP using API callouts and notifications. For recurring payments, as well as certain types of one-time payments, collection is not automatic. Rather, the collect phase requires manual and/or automated payment schedule runs.

Key features of the collect phase include:

* Payment Schedules
* Mandate Schedules
* WebHub and/or ProcessingHub
* ProcessingHub Manager


Key objects of the collect phase include:

* Inbound Report (payment confirmation)
* Installment and/or Recurring Payment (payment scope)
* Payment Profile (payment method)
* Mandate (recurring payment authorization)
* Transaction Set and Transaction (payment confirmation)


### Reconcile phase features and data

The reconcile phase completes the payment lifecycle by ensure payment data in Salesforce is updated with the latest information from the bank for PSP. The payment data with incoming reports and notifications

Key features of the reconcile phase include:

* Bank Feed (automatic bank transaction imports)
* Chatter (manual bank file uploads)
* Guided Matching (matching, enrichment and guided review)
* Notification Gateway (incoming notification handling)
* ProcessingHub (bank file extraction and matching)
* ProcessingHub Manager (admin app for ProcessingHub)


Key objects of the reconcile phase include:

* Inbound Report (payment status changes)
* Transaction Set and Transaction (payment status updates)


## Basic troubleshooting process

Troubleshooting involves all of the features and objects outlined above and two key administration objects, Message and Log. These are explained along with other [information sources](/docs/troubleshooting/information-sources-for-troubleshooting). Although there are several potential sources to investigate, the basic troubleshooting process applies in nearly every case:

1. Check inbound reports and resolve based on error reasons.
2. If inbound reports are unclear, check logs and resolve based on error reasons.
3. If logs are unclear, check messages and resolve based on error reasons.


For certain phases, your starting point may be payment schedules instead of inbound reports. For specific processes, you may also need to look ProcessingHub Manager. However, in many if not most cases, following the Inbound Report  Log  Message path gets you to the correct root cause and resolution.