If you are using Conference Manager Payment Management and a participant has paid by bank transfer, there are two common reasons why the payment might not be automatically matched in the system:
1. The participant did not use the correct payment reference
If the participant transferred the payment without using the correct payment reference from their invoice, the system cannot match it automatically.
To solve this:
- Ask the participant to send you proof of payment, including amount and date (e.g. a screenshot or confirmation from their bank)
- Forward the information to support@conferencemanager.co.uk, and include:
- The correct payment reference from their invoice
- The conference ID for the event
Our accounting team will then match the payment manually.
2. The person responsible for the order transferred the total amount for several orders to a single order
This can happen if the person responsible for the order paid for multiple orders but transferred the full amount to only one of them, resulting in a positive balance on that order and outstanding balances on the others.
To solve this:
- Check if any of the orders on your event show a positive balance
- If that is the case, contact the person responsible for the order and ask if they have transferred payment for more than one order but only used one invoice
- If the order responsible person confirms this, you can move the funds yourself:
- Go to the order with the surplus
- Click Invoice overview
- Select the payment you want to move
- Click Register payment and then Move funds registered by CMPM
- Enter the amount to move and the invoice number of the order that is missing payment, write a comment and text for the log, and Confirm
