If you experience an issue with an account or credential status in our system, there are several key checks you can perform before submitting a Zendesk support ticket. Many status tags resolve automatically in the next automation cycle, so waiting 24 hours often solves temporary issues. Below are specific guidelines to help you understand common status tags and determine when it is appropriate to raise a support ticket.
| Account/Credential Status | Issue | Reason | Action |
|
Account Not Found |
The automation system cannot locate the account or fetch recent billing data during the last automation cycle. | The provider's website did not have access to the account or billing statement, or a temporary glitch prevented our system from retrieving the billing data. |
Log into the provider’s website to confirm whether the account and billing statement are available. Wait for 24 hours until the next automation cycle runs. Our system will automatically try to retrieve the data again, which may update the status to 'No Action Required.' |
| Pending / In Progress / Under Review / Connection Failure | There is an issue when the automation is trying to fetch the bill | The provider's website has not published any new bills, or there was an automation failure to fetch the bills. | Please log in to the provider’s website to check if the account and billing statement are available. If the bill is present, kindly wait for the agreed SLA period before submitting a Zendesk ticket. This allows our automation process time to run and retrieve the bills. |
| Login Failure | The automation was unable to login | Due to invalid credentials, there may be a login failure, or after a successful login, there could be a bot check or extended loading time. | Please manually verify the credentials on the website. If they are valid there, it’s possible that a temporary issue occurred during the recent automation run. Please wait for 24 hours until the next automation run, which should automatically update the status. |
For a deeper understanding of these statuses and their specific meanings, please visit this link for more detailed information.
If you require more detailed guidance, please contact our support team via a Zendesk ticket. We are here to assist you in resolving any issues and ensuring the smooth operation of your tasks.