If you're experiencing issues with transactions or refunds with your linked card not appearing in your Payhawk account, this article will help you troubleshoot the problem.
You can encounter the following issues with linked card transactions:
Missing an expense in your Payhawk web portal, which appears in your external bank statement.
Expecting a refund for a payment you’ve made with your linked card, but the refund hasn't arrived yet.
Noticing a payment or refund in your external bank statement, but nothing appears in your Payhawk app.
If the missing transaction is made with an AMEX card, the transaction won’t appear immediately in your Payhawk account, as it takes some technical time to show up.
To troubleshoot a missing card transaction or check on a delayed refund, follow the steps:
Download a list of your transactions from your card provider, starting from when the initial transaction happened until the current moment.
Check whether the transaction is recorded and whether you’ve received the money:
If the transaction is recorded and you’ve received the money, this indicates a visibility issue, as Payhawk didn't receive the refund notification correctly. In this case, contact the Payhawk Support team for further assistance.
If the transaction is not recorded and you haven’t received the money, Payhawk is unable to investigate, as Payhawk serves as a visibility tool for linked cards and does not participate in the payment’s execution. In this case, contact your bank for further investigation.
When reaching out for further assistance, either to Payhawk Support team, or to your bank, provide all relevant transaction details, including date, amount, merchant name, and any reference numbers.