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Troubleshooting Payment Orders
Troubleshooting Payment Orders
Here's a few tips on what to look out for when troubleshooting Payment Orders
Sam Linge avatar
Written by Sam Linge
Updated over a week ago

Why isn't a lesson appearing on my payment order?

There are a few reasons why this could happen:

  • Has the lesson been paid for? If you only pay tutors for lessons that you have been paid for, then perhaps the lesson hasn't been paid for. On the lesson's page, you might have a panel called Invoices - if not this isn't the reason. If this panel is there and there is already an Invoice with Sent, Pending or Paid beside it, then the lesson has already been invoiced for. If you pay your tutors regardless of whether or not an invoice has been paid, then you will want to tick the 'Generate Payment Orders including items not associated with a paid Invoice' checkbox when Generating Invoices or Payment Orders. Learn more.

  • Is the lesson marked as Complete? If you go to the lessons page, is there a green box saying Complete? Otherwise, you can click the 'Mark Complete button'. If this isn't available, check the reasons you cannot edit a lesson.

  • Is the lesson chargeable? This is an easy check. On the lessons page, beside the tutor's name, there will be the amount you are charging. If this is zero, then the lesson won't generate a Payment Order.

Why are my tutor bank details incomplete in the CSV export?

When you open up the tutor Pay Run CSV export in Excel, Google Sheets or Numbers, you might find that some of the bank details look incomplete. This is because these programs attempt to 'clean-up' the details and may remove some of the zeros.

If you do want to look at the contents of the CSV export you can open it in an application like Notepad where the CSV export will not be changed.

Alternatively, you can also open it in excel or its equivalent by reformating the CSV export so it does not 'clean-up' the data. Here is a set-by-step guide on how to do that:

  1. Open a new Excel sheet, select the Data tab, then click 'From Text' in the Get External Data group.

  2. Find the CSV file and select 'Import'.

  3. In step 1 of the Import Wizard choose 'Delimited' as the original data type. Click 'Next'.

  4. In step 2 of the Import Wizard choose Comma as the delimiter (deselect the Tab check box) and click 'Next'.

  5. In step 3 of the Import Wizard, you tell Excel not to change your formats. With the first column in the Data Preview selected, scroll across to the last column and select it while holding the SHIFT key (all columns should now be selected). Then select 'Text' as the Column Data Format and click 'Finish'.

  6. Click OK to insert the data into cell A1.

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