Troubleshooting Guide: Missing Automatic Payments in Stripe Batch

Modified on Mon, 20 Apr at 4:45 AM

Step 1: Verify System Health and Feature Toggles

The core function of creating the daily batch items relies on specific system processes and feature settings being enabled.

Check	Action / Where to Verify	Reason for Exclusion
Synergetic Service Suite Status	Go to Windows Services (on the application server, typically), locate the SynergeticServiceSuite service, and confirm the status is Running.	If the Service Suite is stopped, the routine responsible for automatic payment processing will not run.
Stripe Service Suite Configuration Flags	Access the SynergeticServiceSuite.xml configuration file. Ensure the value is set to 1 for each of these flags: <SynStripePullerEnabledFlag> <SynStripePaymentPlan ProcessingEnabledFlag>	If the puller flag is disabled, the automated detection and processing routine for Stripe functionality will not execute. Note there are additional settings in this file around timing and batch sizes. These ensure your automatic payments do not trigger throttling or blocking mechanisms in the payment gateway.
Scheduled Job Run Time	Verify in SQL Job Maintenance that the "Synergetic Scheduled Payments" job is configured and runs at the preferred time (e.g., typically configured to run around 9 pm).	The process is a scheduled process (like a cron job) that must execute to create the batch.

Step 2: Check Debtor Eligibility and Status

The debtor must be set up to allow automatic processing and must not have any holds active. These errors will be visible in the Action Centre under the alert type (DEBT_PaymentPlans_A). See Stripe Troubleshooting Guide: Resolving Alert when Debtor Automatic Payment issues occurred while creating the daily batch

Check	Action / Where to Verify	Reason for Exclusion
Auto Payment Next Date	Go to Debtor Maintenance > Payment Type tab > Automatic Payments sub-tab. Check the Next Date field.	The system only picks up payments where the Next Date is on the date the program runs (@ProcessDate). If the date is in the past or future, it will be skipped.
Payment Hold Flag	On the Automatic Payments sub-tab, check if the Hold Payments flag is selected.	If a debtor is on hold, the electronic banking program will skip this debtor until the flag is cleared.
Auto Payment Enabled	Ensure the debtor has an automatic payment method configured that includes the Allow Auto Tuition flag (or similar logic, depending on payment method) and is marked as an Active Debtor.	Inactive debtors or those explicitly marked not to allow auto tuition/charges will not be processed.

Step 3: Verify Configuration of Payment Method Types

The automatic payment batch job (finance.spiCreatePaymentPlanDailyBatch) relies on configuration flags to determine which calculation methods are processed for Stripe. These errors will be visible in the Action Centre under the alert type (DEBT_PaymentPlans_A). See Troubleshooting Guide: Resolving Alert when there are Debtor Automatic Payment issues: "Issues occurred while creating the daily batch"

To confirm, navigate to Debtors → Electronic Banking → Scheduled Payment Maintenance and ensure the flags that correspond to the debtor's payment setup are enabled.

Debtor's Payment Method	Reason for Exclusion
Fixed Amount (Debtor pays a set amount)	If this flag is disabled, debtors configured for Fixed Amount deduction are ignored in the batch process.
Current Balance (Deducts total owing, including un-notified charges)	If this flag is disabled, debtors configured to deduct their Current Balance are ignored.
Notified Balance (Deducts amount from last statement)	If this flag is disabled, debtors configured to deduct their Notified Balance are ignored.

Step 4: Review Error Logging

If a payment meets all the criteria but still fails to be included in the batch, check message and exception logs.