Unmatched Payments¶
Unmatched (or "unredeemed") payments are transactions that arrived in the system — typically via M-Pesa — but could not be automatically linked to a subscriber account.
Why Payments Go Unmatched¶
- The subscriber paid from a phone number not registered in the system
- The subscriber paid the wrong amount or used an unrecognized reference
- An STK push timed out but the subscriber completed payment anyway
- A new subscriber paid before their account was created
Finding Unmatched Payments¶
Two ways to find them:
- KPI Card — The Unredeemed Payments card at the top of the Payments page shows the count. It turns red when count > 0
- Unredeemed Tab — Click the Unredeemed tab on the Payments page (also shows a count badge)
Screenshot: Unredeemed tab — add image here
How to Redeem (Match) a Payment¶
- Go to the Unredeemed tab on the Payments page
- Find the payment — note the phone number and amount to identify the subscriber
- Click the Redeem button on the payment row
- In the dialog, search for and select the subscriber to link the payment to
- Click Confirm
Screenshot: Redeem payment dialog — add image here
The Redeem Dialog Shows¶
| Field | Description |
|---|---|
| Reference | The M-Pesa or payment reference |
| Amount | The amount received |
| Phone | The phone number the payment came from |
| Subscriber | Search and select the subscriber to link this payment to |
After Redemption¶
- The payment is linked to the selected subscriber
- It moves from the Unredeemed tab to the All Payments tab
- It appears in the subscriber's Payments tab history
- Status changes from UNMATCHED to Completed
Note
Redeeming a payment links it to the subscriber but does not automatically extend their subscription. After redeeming, go to the subscriber's Subscription Tab and use Renew / Change Plan to update their subscription end date.
Preventing Unmatched Payments¶
- Ensure subscribers have their correct phone number registered in the system
- When using STK Push, always confirm the correct phone number before sending
- Train subscribers to use their account number as the M-Pesa reference when sending manually
- Act on unmatched payments daily — the longer they sit, the harder it is to identify who paid