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 settlement reports are sent according to your bank’s processing time, which means you can receive the reports at different hours of the day. It's important to wait at least 24 hours from the usual time you receive your report before contacting Teya.
Monthly settlement reports are sent in the first half of the month, so you should receive them by the 15th.
If you are aware of this, have not received any communication from Teya about delays, and still have not received the reports, follow the initial troubleshooting steps below:
- Check All Email Folders: Email providers often have security filters that redirect emails to secondary inboxes, such as spam or junk folders. Check these folders for the report. If you find the email there, move it to your primary inbox and add our domain (noreply@teya.com) to your contacts to ensure future emails land in your primary inbox.
- Verify the Email Address Registered: Log in to the Business Portal, navigate to Settings, and click on Company to verify the email associated with your company. If you recognize the email address but still haven't found the report, please contact us for further investigation.
There is a discrepancy in my reports
Your reports should always match your summaries, however here are potential reasons for discrepancies:
- Monthly Settlement Reports: The most common discrepancy occurs because the settlement from the last business day of the month is generally included in the following month's report. Although this can be inconvenient, you don't need to worry as the settlement will appear in next month's report.
- Daily Settlement Reports: If you notice a discrepancy in your daily settlement report, contact our CR team via the above-mentioned channels, as this is an atypical issue.
I want to change the email address where I receive the reports
If you wish to change the email address where you receive the reports, please contact us and we will do it for you.