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Find a tax payment that is missing or out of date in Aiwyn

Maggie Shipley
Updated

This article applies to firms using the Remitian integration with Aiwyn.

Work out why a tax payment you expect to see in Aiwyn is missing, or shows a different status than Remitian, and fix it or report it.

Steps

  1. Wait about five minutes and refresh the page. Aiwyn refreshes from Remitian every few minutes, and a new or changed payment can take up to 15 minutes to appear.
  2. Click Go to Remitian and check the payment there. If Aiwyn and Remitian disagree, Remitian is correct and Aiwyn will catch up.

  3. If the payment is not in Aiwyn at all after 15 minutes, check how the client was created:

    • If the taxpayer was created directly in Remitian, check its email against the Aiwyn contact. Aiwyn automatically links Remitian taxpayers to Aiwyn contacts when they have the same email address, so a hand-created taxpayer can still sync once matched.
    • If the Aiwyn contact has no email address, or shares an email address with another contact, Aiwyn could not set them up in Remitian. Give the contact a unique email address and follow Set up a client so their tax payments appear in Aiwyn.
    • On the firm portal's Payments → Tax Payments tab, check for a red alert icon next to Tax Payments or a banner reporting Remitian setup issues. Click the banner's here link to view them.

    The alert appears as shown below.

     

  4. Tax payments appear in the firm-wide Payments → Tax Payments list; there is no Tax Payments tab on an individual client record. If a payment seems associated with the wrong client in that list, check whether its contact is attached to multiple clients in Aiwyn and search the firm-wide list by contact name.
  5. If the payment is still missing or wrong after 15 minutes and the client is set up correctly, contact Aiwyn Support first; they can escalate to Remitian as needed. If a forced resync is needed, Engineering must be involved. Include:
    • the client and taxpayer name;
    • the amount and due date;
    • what you see in Aiwyn and what you see in Remitian, with screenshots of both;
    • roughly when the change was made in Remitian.

Things that look wrong but are expected

  • Description differs from what was typed in Remitian. Remitian replaces the typed description with its own wording; Aiwyn shows Remitian's.
  • Entity is blank. The taxpayer is an individual.
  • Tax Year and Tax Type are blank on an Awaiting setup row. They are filled once the payment is live in Remitian.
  • A cancelled payment is still listed. Cancelled rows stay as history.

Related

  • Why Aiwyn and Remitian can show different tax payment statuses
  • Set up a client so their tax payments appear in Aiwyn
  • Tax payment status reference

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