If you suspect a payment showing the wrong status, please confirm with the Mosaic portal and attempt to resync, contacting support should these not facilitate.
How to confirm status
Check the corresponding transaction’s details page on the online portal for the real time transaction status.
Compare it to the Event Payments section in Caterease.
How to fix it yourself
First, attempt to resync in Caterease:
- Open The Payment Link Manager.
- Click the payment link button then View Existing Links.
- Open the link then Tools then Update Selected
- Return to Event Payments and confirm the status and amount now match the portal.
If the record still does not match
Email help@caterease.com with the following information so our team can request a backend resync.
• Event number
• Amount
• Payment date
• Transaction ID from the Mosaic portal