Troubleshooting and Status Reference

How to Troubleshoot Issues and Interpret Statuses

Standard Troubleshooting Sequence

Confirm the environment, customer, Entity, Account/Budget/Card, and time range.

Record the unique IDs: Entity ID, Account ID, Card ID, Transaction ID, and external reference number.

Verify the current status, amount, time, and operator in the list and details.

Check layer by layer along the relationship Entity → Primary Account → Sub Account → Budget → Card → Transaction.

Check the audit logs and external-channel records to determine whether the issue is a data delay, configuration or permission problem, or an actual business failure.

Before retrying or making a manual adjustment, confirm idempotency to avoid duplicate postings, charges, or notifications.

Common Issues

Symptom	Check First	Handling Direction
cannot findcustomerorAccount	environment、Entity ID、Status、time rangeandPermissions	Clear unnecessary filters and search again with the unique ID
Account amount does not reconcile	Top-upDetails、AccountLedger、Frozen、BudgetAllocation／Returned	Reconstruct Fund Movements in chronological order
The Card cannot be used even though the Budget displays a Limit	Utilized Limit, Dedicated Limit Card reservations, Card Status, and Transaction authorization	DistinguishAvailable to SpendandAvailable Limit
Transactionlong processingin	Card Providerreference number、authorization／clearingTime、Webhook	avoidretry blindly，firstConfirmupstreamFinalStatus
Webhook not received	EnabledStatus、subscribed events、URL、IP／network、signatureandretry	In the customer system, check callback Request logs, response status, signature verification, and firewall Configuration. After confirming the Configuration is correct, wait for a real business event; if it is still not received, contact the support team to verify delivery and retry Records.
Usercannot see the menu	User Status, Role, menu Status, and parent-child hierarchy	Complete the missing minimum Permissions and sign in again for Verification

Status Interpretation

Object	Common Statuses	Operational Meaning
Account	Active / Disabled / Deleted	Active can be used according to the rules; Frozen requires confirmation of the reason; Deleted generally cannot be operated again
VCC Card	Active / Disabled / Deleted	Disabled can be restored according to Permissions; Deleted is generally a terminal state
Transaction		Authorization: Approved / Declined / Expired / Partially Approved	Authorization Reversal: Succeeded / Failed	Reversal: Succeeded / Failed / Processing	Clearing: Succeeded / Clearing Without Authorization	Refund: Succeeded / Failed / Processing / Partial Refund	Chargeback: Initiated / Awaiting Merchant Response / Won / Lost / In Arbitration / Reversed	Authorization: Approved means the payment Request has passed, but does not mean final clearing is complete; Declined means this payment did not pass; Expired means follow-up processing was not completed within the authorization validity period; Partially Approved means only part of the requested amount was approved, so verify the actual approved amount.	Authorization Reversal: Used to cancel a previous authorization. When the reversal succeeds, the limit reserved by the original authorization is usually released or adjusted; when it fails, continue monitoring the original Transaction Status and do not treat it as a completed reversal.	Reversal: Used to withdraw or correct the original Transaction. Processing means the system has not completed the reversal; Succeeded means the reversal is complete; Failed means the original Transaction may require further verification.	Clearing: Means the Transaction has reached final settlement. Succeeded means clearing is complete; Clearing Without Authorization means clearing records exist but no corresponding authorization record was matched, so review the Transaction Details and related business reason.	Refund: Succeeded means the refund is complete; Processing means the refund is still being handled; Partial Refund means only part of the amount was returned; Failed means the refund was not completed. A refund is not the same as an Authorization Reversal or Reversal.	Chargeback: Means the Transaction has entered the dispute-handling process. Initiated means the chargeback case has been created; Awaiting Merchant Response means additional materials or action are pending; Won, Lost, and In Arbitration represent the dispute result or current stage; Reversed means the chargeback case was withdrawn and does not mean the original Transaction was refunded.
Configuration	Enable / Disable		Disabled may affect new Requests; the handling method for existing data must follow product rules

When escalating an issue, include the environment, unique ID, occurrence time (including time zone), expected result, actual result, reproduction steps, and necessary screenshots; mask sensitive fields first.