Common situations
Situation | What shows on the report |
Invoice closed and paid in full, same day | Sales rows (credit) + Payments — [Method] (debit) |
Invoice closed but not yet paid | Sales rows (credit) + AR (New) (debit) |
Payment received toward an invoice from a previous day | Payments — [Method] (debit) + AR (Prior Period) (credit) |
Partial payment on a closed invoice | Payments (debit) for the amount paid + AR (New) (debit) for the remainder |
Payment received while the invoice is still open | Payments (debit) + Cash Credited to Invoices (credit)—Sales rows won't appear until the invoice is closed |
Client paid a deposit yesterday, invoice closed today | Sales rows (credit) + Cash Credited to Invoices (debit)—the deposit is now being applied |
Client deposits money as account credit | Payments (debit) + Account Credit (credit) |
Invoice paid using account credit | Sales rows (credit) + Account Credit (debit)—no Payments row because no new cash came in |
Account credit balance refunded to the client | Refunds — Other (credit) + Account Credit (debit) |
Refund issued on a closed invoice | Refunds — [Method] (credit); the AR rows adjust to reflect the refund |
Card charged but not yet settled | Cash In Transit — [Method] (debit) + Cash Credited to Invoices or Account Credit (credit). For an invoice payment, AR stays outstanding until settlement; a deposit has no AR involved. |
Card from a previous day settles today | Payments — [Method] (debit) + CIT Settlement — [Method] (credit) + AR (Prior Period) (credit) |
Invoice closed, paid, then reopened the same day | Sales and tax rows cancel out to zero; payment stays in Payments rows; Cash Credited to Invoices holds the payment until the invoice closes again |
Note: Any row that includes Sales can also include a Taxes — Sales Tax row and/or a Discount — [Category] row, depending on whether tax or a discount is applied to that invoice.
Frequently asked questions
The report totals look much higher than I expected. What's going on?
If a card payment from a previous day is settled today, the report records both the cash arriving and the placeholder from the prior day being released. That can make totals look doubled for the amount that settled. Your actual bank deposit is just the Payments rows. See General Ledger Report: Cash In Transit and Reconciliation With the Bank for more details.
We charged a card, but accounts receivable is still showing as unpaid. Why?
AR clears when the payment settles with the bank, not when the card is swiped. Gravity typically settles within 15 minutes; Adyen and Interac typically take about two hours after the settlement cutoff. If it's been longer than that, check that the payment actually went through on the processor side.
We ran card payments today, but there are no Cash In Transit rows. Is something missing?
No, those payments settled the same day, so they show up directly in the Payments rows. When charge and settlement happen on the same day, Cash In Transit rows don't appear.
What does "Other" mean under payment method?
It usually means a client's account credit balance was refunded. Since that's not a card transaction, there's no payment method attached to it. The refund amount is still included in your reconciliation totals.
The GL report doesn't match the Transaction Summary report. Why?
These two reports work differently. The Transaction Summary is a snapshot of transactions using the date the transaction was recorded. If anything was backdated into a past period after the original Transaction Summary was run, re-running it will show different numbers. The GL report doesn't work that way:
It rolls forward changes rather than reflecting a snapshot of a past period
It separates settled payments from Cash in Transit
Why are some rows orange?
Orange rows mean a product either has no GL category assigned or has more than one. The amounts are still counted in your totals — the color is just a flag that the product's settings need to be updated in Instinct. Once you assign the correct category, those rows will no longer appear.
A client paid a large invoice using account credit and today's cash total looks low. Why?
The cash showed up on the day the client originally deposited the account credit, not today. Today, the report shows the revenue from the closed invoice and the account credit balance going down, but no new cash came in because it already did on the deposit day.
Why is there only one AR row even though we created new AR and also collected old AR today?
The report shows the net change in AR for the day, not each movement separately. If you created $100 in new AR and collected $50 in old AR, you'll see one AR (New) row for $50. For a breakdown by invoice, use the AR for Closed Invoices dashboard.
A transaction's date or location was changed—where does it show up?
It shows up on the report for the day the change was made as a reversal of the original entry and a new entry with the correct information. The original day's report doesn't change.
We have multiple locations. How do I know which location's report shows what?
Each location has its own report. Payments and refunds appear on the report for the location where they were recorded. Revenue appears on the report for the location where the visit took place.
When to contact support
Reach out to support if:
The Debit and Credit totals on the Summary tab don't match
A Sales — Unattributed row appears, and the amount seems significant
Cash In Transit rows are still showing well beyond the expected settlement window for your processor
When you contact support, it helps to include:
The date range of the report you ran
The specific row or amount you're questioning
What you expected to see vs. what the report shows
Your practice and location name, if you have more than one
Still need help?
Contact support via live chat or email [email protected]