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How to troubleshoot a card transaction that isn't showing up in your Weel account or app

  • Updated

If a card transaction isn't showing up anywhere in Weel, work through these checks, including account permissions covered in Understanding Transaction Visibility by Role, to find out why.

Steps

Most "missing" transactions are actually still in the Transactions list somewhere. See How to Identify an Unrecognised or Unclear Transaction on Your Weel Account if that's your situation. The checks below are for one that genuinely isn't there at all, however you search or filter.

  1. Check whether it was declined, reversed, or refunded. Refunds behave differently from the other two.
    • Declined at point of sale (insufficient funds, a blocked or restricted merchant category, a limit exceeded, or a frozen or expired card) is recorded internally as "Cancelled"; a purchase voided by the merchant or card network before it settles (for example, a released pre-authorisation hold) is recorded as "Reversed". Both are excluded everywhere (web, mobile, every role including Owner and Admin, and the public API) by design, with no self-service way to view them; a direct link returns not-found.
      • If you're confident the purchase happened, contact us via in-app messaging or help@letsweel.com with the merchant, amount, and approximate date and time.
    • A refund is never hidden. It normally updates the original transaction in place (same row, same date) rather than creating a new one, and shows a positive, green amount labelled "Refund" or "Pending Refund" while processing (see Understanding How Weel Handles Refunds). Exception: if the original purchase was already reversed or cancelled before the refund landed, it appears as a new transaction referencing the original, still visible, just not where you'd expect it.
  2. Confirm you have permission to see it.
    • Visibility depends on role: a Team Member sees only their own transactions, budgets they belong to, and transactions they're named to approve; Accountants (or a Custom role with the right permission), Admins, and Owners see everything (see Understanding Transaction Visibility by Role).
    • The mobile app always shows only your own transactions, regardless of role. Use its Approvals section for anything routed to you as a Budget Owner or via Approval Rules. If an Admin says a transaction exists that you can't find on mobile, check the web app instead.
  3. Check for a transaction with no employee attached.
    • If a card's employee or budget assignment couldn't be resolved when the transaction was recorded, it's created without that attribution. It still exists, visible on the full Transactions list to anyone with full visibility (Admin, Owner, or Accountant/Custom role with the "Edit expense data for all transactions" permission), but not to the cardholder or a non-admin approver.
    • Search by merchant and amount, or use the Amount and Date filters, before assuming a reported transaction doesn't exist.
  4. Check whether it's still Pending or hasn't synced through yet.
    • A Pending transaction is a held authorisation, not yet finalised. It can take up to 10 business days to settle (see Understanding Pending Transactions), but does show up, just tagged as such. If nothing shows at all more than a few minutes after purchase, move on to the other checks here rather than waiting.
  5. Clear any filters, and load more on mobile.
    • On web, an active filter chip (Status, Person, Category, Date, Amount, Budget, and so on) is easy to leave applied from an earlier search. Clear all chips and search again (see How to filter the transactions table).
    • On mobile, the list loads a limited number at a time via "show more" rather than all at once. Tap through for an older transaction, or switch to web for full search and filtering.
  6. Rule out a look-alike transaction instead of a missing one.
  7. Contact us if none of this explains it.
    • Transaction data reaches Weel through an automated pipeline from our card processor. In rare cases a single event fails to process cleanly (for example, a timing or ordering issue between two updates to the same transaction) and isn't picked up automatically afterwards. This won't resolve by waiting or refreshing, and won't show anywhere in the app.
    • Contact us via in-app messaging or help@letsweel.com with the merchant, amount, card used, and approximate date and time, and we'll check the underlying record directly.

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