By default, when you connect your payment platform to Synder for the first time, the app immediately fetches 10 most recent transactions (syncs one of them automatically) so that you can sync the rest and see what it is capable of. But what if the transactions don’t show up?

Contents:

  1. Reason 1. Not all of the payment gateways were connected (for Shopify, Amazon).

  2. Reason 2. There are no transactions in your account at the payment platform.

  3. Reason 3. The most recent transactions in your payment system were more than 30 days ago.

  4. Reason 4. You connected a sandbox (test) account.

  5. Reason 5. Session expiration.

Reason 1. Not all of the payment gateways were connected (for Shopify, Amazon).

There are some e-commerce platforms that let you use payment gateways other than their built-in ones, so if such payment gateway is not connected to Synder you will not see any transactions. In order to see the transactions from your Shopify, eBay, Amazon please connect any payment gateway you use (PayPal,Stripe, Square…) supported by Synder using the Plus sign on the top right corner of the screen. Once you do so, transactions will appear right away in Synder.  

Also, if you use Manual or POS Orders in Shopify, you will need to do some additional configuration to set the synchronization up and running, see guides check how to sync Shopify manual orders or how to sync Shopify POS orders.

Reason 2. There are no transactions in your account at the payment platform.

First of all, you need to check if the Stripe/Square/etc. account you’ve connected to Synder has transactions in it. If you are starting to take payments through online sources, then new transactions will appear in the app within an hour after they have happened. 

If that’s the case, please wait until the new transactions appear in your payment platform.

Reason 3. The most recent transactions in your payment system were more than 30 days ago.

If the transactions are not that ‘recent’, Synder will not retrieve them as part of the initial import. Please wait until you receive new transactions.

Reason 4. You connected a sandbox (test) account.

Synder works only with live transactions so if your intention is just to test the app, you can try using a live account with a couple of very small transactions.

Reason 5. Session expiration.

Going a bit technical here. If you connected your accounting company during one session (say, on Friday), and then connect your payment platform during another session (e.g., on Saturday), the app will count that as two different sessions, and may not be able to do the initial import of transactions. So it is highly recommended to set everything up in one session.

Okay, I didn’t know that and now I don’t have any transactions to start with! What do I do?

It depends on the reason. In most cases, once you resolve the above mentioned issues, you will need to wait for a while for new transactions. If the new transactions still don’t show up in Synder, please contact our support team!


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