Welcome to Teya's troubleshooting guide for settlement reports. If you are experiencing difficulties with this feature, don't worry! Below, you will find steps to address common concerns before seeking specialist assistance.
I did not receive my settlement report
- Daily Reports: Usually sent via email each morning by 10 AM.
- Monthly Reports: Sent via email during the first week of each month, summarising activity for the previous month.
You can also download both daily and monthly reports using the following methods:
Via Teya App
Go to Explore > Settlements → Tap the Download icon → Select Daily/Monthly → Choose date/month → Tap Export File.
Via Business Portal
From the Home page, go to Settlement Report → Click Export → Select Daily/Monthly → Choose date/month → Click Export.
There is a discrepancy in my reports
If you have checked your bank account, and the Teya settlement amount isn't what you expected, you can investigate the potential discrepancy as shown below.
Check your settlement report
The first and most important step is to check your detailed settlement report. This was sent to your registered email address, as explained above, and is also available in the Teya App and Business Portal.
The report provides a full breakdown:
- Gross Transaction Amount: The total value of all sales included in that settlement.
- Fees: A detailed list of all deductions.
- Net Settlement Amount: The final figure paid to your bank account.
Compare the Net Settlement Amount on the report with the amount you received. This is the most common source of confusion.
Check for Postponed Transactions
Sometimes, funds from one day are included in a later settlement. Check your report for any notes about:
- Minimum Settlement Threshold: If your transactions for a day were below a certain minimum, the funds may be rolled into the next day's settlement.
- Account Reviews: If your account is undergoing a security review, settlements may be temporarily on hold.
Compare with Your End-of-Day Report
If the numbers still don't seem right, compare the settlement report from the portal with the End-of-Day or the report you printed from your terminal. Remember that transactions made late in the evening might fall into the next day's settlement batch.