{"templateId":"markdown","versions":[{"version":"production","label":"May '26","link":"/docs/troubleshooting/failed-online-reconciliation","default":true,"active":true,"folderId":"a2557b8d"},{"version":"july-26","label":"July '26 sandbox","link":"/docs/july-26/troubleshooting/failed-online-reconciliation","default":false,"active":false,"folderId":"a2557b8d"}],"sharedDataIds":{"sidebar":"sidebar-docs/@july-26/sidebars.yaml"},"props":{"metadata":{"markdoc":{"tagList":[]},"type":"markdown"},"seo":{"title":"Failed online reconciliation","description":"Online reconciliation involves matching and updating Salesforce data through Guided Matching based on incoming PSP notifications.","siteUrl":"https://docs.findock.com","llmstxt":{"hide":false,"sections":[{"title":"Table of contents","includeFiles":["**/*"],"excludeFiles":[]}],"excludeFiles":[]},"keywords":"troubleshooting"},"dynamicMarkdocComponents":[],"compilationErrors":[],"ast":{"$$mdtype":"Tag","name":"article","attributes":{},"children":[{"$$mdtype":"Tag","name":"Heading","attributes":{"level":1,"id":"failed-online-reconciliation","__idx":0},"children":["Failed online reconciliation"]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"problem","__idx":1},"children":["Problem"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Records, like installments, mandates, payment profiles and contacts/accounts are updated through inbound reports created from PSP notifications. These are matched and reconciled against Salesforce data using ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/reconciliation/what-is-guided-matching#online-payment-matching"},"children":["Guided Matching"]},"."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["There are many potential problems that lead to failed inbound report processing. The most common problems typically involve Salesforce permissions or org-specific customizations that are triggered during Guided Matching rule execution."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"resolution","__idx":2},"children":["Resolution"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Troubleshooting these inbound reports follows the same approach as payment intents:"]},{"$$mdtype":"Tag","name":"ol","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Review inbound reports for “Action Required” states."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Open the problem record and review the details to understand the root cause. Focus on the following key fields and components:",{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Guided Matching Error field"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Guided Matching Log field"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Guided Matching / Review Component"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Guided Matching Progress Component"]}]}]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Check for the most common failure reasons:",{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["A validation rule triggered on a record created through Guided Matching"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Missing permissions or restricted field-level access"]}]}]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Continue to Message records if no clear reason was identified through inbound reports."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Check for messages with status Failed and type Inbound."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Review Failure Reason field to determine possible next steps and resolution."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Where relevant, check ProcessingHub Manager (see below)."]}]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["For ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/reconciliation/processing-bank-statements"},"children":["some payment methods and PSPs that use files"]},", inbound reports are created through ProcessingHub. This includes:"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Files automatically pulled from the bank or PSP file server endpoint"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Certain files types manually uploaded to Chatter"]}]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["In these reconciliation scenarios, use ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/payments/insights-via-processinghub-manager"},"children":["ProcessingHub Manager"]}," to help identify problems:"]},{"$$mdtype":"Tag","name":"ol","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Open ProcessingHub Manager and review the jobs related to file extraction. Check if any other failed jobs are blocking queued extract jobs."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If the extraction task itself failed, the error message usually indicates which data or element in the file caused the problem."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Expand data load jobs and check for error messages.",{"$$mdtype":"Tag","name":"ol","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If the issue is clear and you can take corrective action (e.g., update data), go ahead and fix it."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If not, an admin user should review the error details and handle the failure."]}]}]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["For admins: Some extract operations are handled as data load jobs. If an error refers to a Bulk Data Load Job, use the Bulk Data Load Job ID link to navigate directly to ",{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["Salesforce Setup"]}," > ",{"$$mdtype":"Tag","name":"strong","attributes":{},"children":["Bulk Data Load Jobs"]}," for deeper investigation and troubleshooting."]}]}]},"headings":[{"value":"Failed online reconciliation","id":"failed-online-reconciliation","depth":1},{"value":"Problem","id":"problem","depth":2},{"value":"Resolution","id":"resolution","depth":2}],"frontmatter":{"seo":{"title":"Failed online reconciliation","description":"Online reconciliation involves matching and updating Salesforce data through Guided Matching based on incoming PSP notifications.","keywords":"troubleshooting"}},"lastModified":"2026-05-18T14:12:34.000Z","pagePropGetterError":{"message":"","name":""}},"slug":"/docs/troubleshooting/failed-online-reconciliation","userData":{"isAuthenticated":false,"teams":["anonymous"]},"isPublic":true}