Before raising a Zendesk ticket, please follow these pre-check steps to help resolve the issue faster and avoid unnecessary delays:
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Status Issues
If the credential is having any incorrect status, please wait for 24 hours. This status often resolves automatically as part of the system's refresh cycle.
To know more about status details visit here
- If the status does not change after 24 hours, and data is still missing, you may proceed to raise a ticket.
Please include the valid credential ID or account ID, along with a screenshot of the issue, when submitting the Zendesk ticket.
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Missing Bills
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Verify Credentials
Ensure that the login credentials—such as username, password, URL, etc.—are accurate and you can log in and view the new bills. -
Website Availability
Check if the provider website is functional and accessible.Look out for any disruptions due to Multi-Factor Authentication (MFA), security questions, or maintenance downtime.
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Already Fetched Bills
Double-check if the bill is already available on the Dashboard before proceeding to raise a ticket. -
Account Enabled on Dashboard
Verify that the account is enabled on the Dashboard. Disabled accounts cannot be retrieved by the system. - Check the TAT: Check TAT (Turn Around Time) for when the bill should be available in dashboard (It is 5 days from the statement date). If the expected billing date + TAT has passed and the bill is still not fetched, please raise a ticket and ensure the credential is enabled and active in the system
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Once you've validated the above points and are still experiencing the issue, please raise a Zendesk ticket, ensuring you attach the valid credential ID or account ID along with the relevant screenshots.
Following these steps will ensure that only unresolved or legitimate issues are escalated through Zendesk, helping us serve you faster and more efficiently.