Resolving a Balance Mismatch Error

A balance mismatch occurs when RGP is unable to reconcile a customer's billing account, preventing an automatic charge from processing.

Where to find it

1. Go to the Billing Center.
2. Open the Balances Due tab.
3. Locate the customer. In the Charge column, it will say No. In the Recent column, you'll see a message like: "Balance Mismatch - Unable to create transaction. Check to be sure that the EFT information is correct."
   

How to fix it

1. From the Balances Due tab, select the customer and click View Customer Invoices and Payments.
   
2. Locate the Fix Balance Mismatch button (red button).
   
3. Click it. This resolves the mismatch in most cases.

If the button doesn't work
If clicking Fix Balance Mismatch does not resolve the issue, contact RGP Support with:

• Facility name
• Customer name and date of birth
• Confirmation that you clicked the Fix Balance Mismatch button and it did not resolve the issue