{"section":"tutorials","requestedLocale":"en","requestedSlug":"addressing-an-unidentified-invoice-payment","locale":"en","slug":"addressing-an-unidentified-invoice-payment","path":"docs/en/tutorials/billing/invoices/addressing-an-unidentified-invoice-payment.md","branch":"main","content":"If your invoice payment hasn't been identified, check the possible reasons, the reconciliation targets, and what to do in these cases.\n\n> ℹ️ After payment, reconciliation is completed within 48 business hours. Before [opening a ticket with VTEX financial support](#open-a-ticket-with-financial-support), check the [reasons for non-identification](#reasons-for-non-identification) and understand the [reconciliation targets](#reconciliation-targets).\n\n## Reasons for non-identification\n\nPossible reasons for non-confirmation of payment:\n\n- **Amount paid lower than the invoice value:** The payment amount was below the invoice total.\n- **Payment made under a corporate name or tax document different from the one on the invoice:** When a payment comes from a corporate name or tax document that differs from the one on the invoice, you can't identify who made the payment.\n- **Retention certificates or taxes not sent:** In countries with applicable retentions and taxes, missing the corresponding certificates can prevent invoice reconciliation.\n- **Discrepancy in the retention amount:** The retention certificate or tax receipt was sent, but the amount doesn't match the one identified on the invoice.\n\n## Reconciliation targets\n\nBefore opening a ticket with financial support, make sure the reconciliation target for the payment method used has already been met. Payments by check or boleto (Brazilian payment method) can take up to 48 business hours to be credited. The start of this count varies depending on the payment method:\n\n- **Payment by check:** The target starts counting from the date the check is due to be deposited or compensated, not from the date it was issued or delivered.\n- **Payment by boleto:** The target starts counting from the moment the boleto is paid.\n\n    > ⚠️ For clients billed in Brazil who pay bank invoices via Pix, the settlement target is up to 48 business hours.\n\n## Open a ticket with financial support\n\nIf the payment still hasn't been identified after the reconciliation target has passed, follow these steps:\n\n1. Go to [financial support](https://supporticket.vtex.com/support).\n2. Select the **Submission of payment receipt** option.\n3. Attach the receipts and, when applicable, the withholding certificates.\n\n> ⚠️ If access to the VTEX Admin is blocked, you can temporarily unblock it while you settle the payment. Learn more in [How to temporarily unblock the Admin](/en/docs/tutorials/how-to-temporarily-unblock-the-admin)."}