A transaction seems to be missing. What should I do?

If you suspect that a transaction is missing from the Surfboard Merchant Portal:

  1. Verify Filters: Double-check the filters set on the transaction history page, such as date range. Adjust them if necessary.

  2. Check Settlement Reports: Review your settlement reports to ensure the transaction wasn't processed under a different merchant ID or settlement batch.

  3. Verify Device: Confirm that the transaction was processed on a device or terminal linked to your account.

  4. Look for Time Lag: Transactions can sometimes take additional time to appear. Wait a few more minutes and refresh the page.

  5. Contact Support: If you still can't find the transaction, please contact our support team with the details (date, time, amount, etc.). Our team will assist in locating the transaction or resolving any discrepancies.