A rule didn't match a payment you expected it to? Work through these checks in order. Most problems turn up in the first section.
Quickest check: open the rule, click Test rule, go to the Test a transaction tab and click the payment. You'll see exactly which condition failed and what the payment actually contains. See Test a rule and apply it to past transactions.
The rule didn't pick up the payment
Is the rule switched on? Check that the Status column says Active.
Is it money coming in? Rules never handle outgoing payments.
Is the payment on the right bank account? Check Source bank accounts in the rule.
Is the amount in range? Check Minimum amount and Maximum amount.
Do the conditions match what the bank sent? The most common causes are:
different capitals: ACME doesn't match Acme;
the bank didn't send that detail at all, so only is empty will match;
an amount typed with a £ sign or a comma.
Does the rule have a match strategy? A rule without one, or shown as AI only, never matches on its own. See Choose a match strategy.
Did the payment arrive before you created the rule? New rules only handle new payments, and payments you open. To catch up, save the rule with Also apply to past unmatched transactions ticked.
The rule picked up the payment but found no invoices
Is the invoice open in NetSuite and synced to Kolleno? Rules can't match invoices that are already paid, or that haven't reached Kolleno yet.
Is it the same currency? Rules only match invoices in the payment's currency.
Is the invoice dated after the payment? Rules skip invoices dated after the payment date.
Does Kolleno know who paid? Every strategy except Exact reference and Fuzzy reference needs to know the customer. If the rule is set to Any customer and Kolleno doesn't recognise the payer, it finds nothing. Switch to Specific customers. See Choose a match strategy.
Does the payment cover lots of small invoices? Bundle and pair strategies only try the customer's 10 largest open invoices (at or below the payment amount) and 5 largest credit notes. If the right invoices aren't among them, match the payment by hand.
The rule found invoices but didn't complete the match
You'll see the invoices at the top of Match → Suggested match, labelled Rule Match.
Do the amounts add up exactly? Even a 1p difference needs an adjustment. See Handle differences with adjustments.
Does the adjustment cover this difference? Check the limit, and that it's set for the right direction. An under-payment adjustment won't cover an over-payment.
Is a GL account missing? Journal entries and write-offs need the bank account's GL accounts mapped. Check Map bank account.
Was Kolleno unsure which invoice or customer was meant? See the full list of reasons in What happens when a rule matches.
Tip: turn on Raise a task when this rule sends a line to review in the rule's settings. Kolleno will then create a task telling you exactly why each payment wasn't matched.
Something else matched the payment first
Another rule: a rule higher up the list got there first. Check the Priority order. See Order your rules with priority.
A remittance advice: if the customer sent a remittance that adds up to the payment, Kolleno uses the invoices listed in the remittance instead of your rules.
The match was made but isn't in NetSuite
Is Auto-apply off? Then the match is waiting for you in Review & reconcile. Click Reconcile to NetSuite to post it.
Was it posted but didn't sync? See Manually Retry a Reconciliation Sync.
Still stuck? Contact Kolleno Support (support@kolleno.com).