Under Financials, the Failed Payments report lists payments made via Danish payment slips ('indbetalingskort/FIK) that could not be matched to an invoice. This occurs when the creditor number (the last eight digits on the slip identifying the payee) is correct, but the payment ID (the long numeric string) is entered incorrectly. In such cases, the payer cannot be identified.

Typically, the payer receives a reminder and then contacts support insisting they have already paid. Always ask the subscriber to send a screenshot or PDF of the payment confirmation from online banking, clearly showing what was actually entered. If you simply ask what they typed, many will read from the slip rather than the entry they made—unhelpful if the entry was wrong. Seeing the confirmation “in black and white” is the only reliable way to trace the payment and is also the documentation you need before manually linking the payment to the correct invoice.

From the subscriber’s confirmation, identify the date and amount. Then, in Failed Payments, click the payment ID and select the correct invoice number to complete the match.

These cases are relatively rare because the payment ID includes a check digit. A particularly unfortunate—though very rare—case occurs when a mistyped payment ID coincidentally matches another subscriber’s valid invoice. In that situation, the payment will not appear in Failed Payments, as the system has no way to detect the mistake. Because payments cannot be moved between subscribers (to preserve the audit trail), the remedy is to unlink the payment from the incorrect invoice, issue an administrative refund, and then record a corresponding manual administrative payment for the correct subscriber.

Failed payments can also occur during the transition to Iteras, when Iteras has just become the data provider for the Betalingsservice creditor agreement. Incoming payments may then relate to invoices issued in the previous system.

If you have chosen to import unpaid invoices as debt, you will typically have a file mapping the old system’s payment IDs to the debt invoice numbers in Iteras. You can upload this file on the Failed Payments page (it only needs two columns: ID and Invoice Number) to enable matching of the listed failed payments.