If your IBV report is missing transactions, showing an incomplete account list, or displaying unexpected balances, this is most often caused by bank-side limitations rather than an Inverite platform issue. Use this guide to diagnose the cause.
Step 1: Confirm Bank and Account Details
• Verify which bank and account type the customer selected during the IBV session.
• Some banks limit the data available for specific account types (e.g., business accounts, joint accounts, or credit cards).
• Ask the customer to confirm they selected the correct account and completed all required steps.
Step 2: Check for Known Bank Limitations
• Certain institutions (e.g., Vancity, TD, PC Financial) may not return full transaction histories or may restrict access to certain account types.
• Visit the Inverite status page at status.inverite.ca for known issues or maintenance affecting specific banks.
Step 3: Review Report Filters
• Confirm the date range and account filters applied to the report are correct.
• Some reports default to a specific time window or exclude certain account types.
Step 4: Consider Timing
• If the IBV was completed very recently, some banks may delay updating their online transaction data.
• Ask the customer if they recently opened new accounts or made significant changes to their banking profile.
Step 5: Escalating to Merchant Support
If you have confirmed the above and the issue persists, open a Merchant Support ticket and include:
• Customer reference or name
• Date and time of the IBV session
• Bank name and account type
• The Inverite GUID for the session
• Description of what data is missing or inconsistent
Tip: Including the Inverite GUID in your ticket is the fastest way for our team to investigate the specific session.