This document outlines the necessary checks or actions to be completed before raising a query regarding issues where an account or bill has not been fetched. These pre-requisites help to address common or easily solvable problems first. Below are the recommended pre-requisites:
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Verify Credentials: Ensure that the login credentials (username, password, account number, etc.) are accurate and up-to-date.
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Account Status and Bill Availability: Please validate that the account is active or has final bills, and is not suspended, closed, or otherwise unavailable on the website, as this can impact access to billing information.
Similarly, ensure that the most recent and historical bills are accessible on the provider’s website. Sometimes, delays in posting bills on the site can cause issues. -
Website Availability: Kindly valid that the website from which the bill is being fetched is functional. Check for technical issues such as Multi-Factor Authentication (MFA), security questions, or ongoing site maintenance.
Refer to Document: Security-Questions-and-Login-Failures. -
URL Validation: Please check that the correct URL is being used based on the provided credential format (e.g., username and password, or account number and last name). If the URL is incorrect, please contact support to map the correct mapping.
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Accounts Enabled or Disabled: Ensure that accounts are enabled on the Dashboard. If accounts are disabled, our system will be unable to retrieve them. Kindly enable the accounts to allow the system to fetch the bills.
Refer to Document: How-to-enable-or-Disable-an-Account -
Provider Submission: Kindly validate that the credentials are submitted under the correct provider. Incorrect submissions can prevent the system from fetching the bills.
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TAT/SLA Compliance: If a bill is not fetched or extracted within three days of the SLA period (post-statement date), please raise a ticket.
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Temporary Glitches: Clear the browser cache, refresh the page, and log in again to the Dashboard to check if a temporary glitch is causing the issue.
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Account Number Changes: Some providers may have updated account numbers. In such cases, historical bills may be fetched under the old account number, while new bills will be retrieved under the updated number.
Arcadia would have issued a notification regarding the account migration. Kindly review the notifications for updates on account migration. -
Rejected Bills: Some bills may not have been fetched due to insufficient data points in the invoice. Refer to the document "Reasons-for-Bill-Rejection."
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Bills Already Fetched: Please verify if the bills have already been fetched and are available on the Dashboard.
Completing these checks ensures that basic issues are ruled out before submitting a formal query, saving time and streamlining the resolution process. If you have followed the above steps and are still experiencing issues please feel free to reach out to the support team.