Overview
Unassociated payments are transactions received but not yet linked to any customer account. This happens when:- The payer’s phone number doesn’t match any customer
- A new customer pays before registering
- Payment made from a different phone number
Viewing Unassociated Payments
1
Navigate to Payments
Click Payments in the sidebar
2
Click Unassociated Button
Click the Unassociated button at the top
Unassociated Payment List
| Column | Description |
|---|---|
| # | Row number |
| Name | Payer name (from M-PESA) |
| Amount | Payment amount |
| Code | Transaction code |
| Date Paid | Transaction timestamp |
| Action | Associate button |
Associating a Payment
1
Click Associate
Click the Associate button on the payment row
2
Select Customer
Choose the correct customer from the dropdown
3
Confirm
Click Associate to link the payment
Once associated, the payment moves to the regular payments view and credits the customer’s balance.
Why Payments Become Unassociated
| Reason | Solution |
|---|---|
| New customer | Create customer account, then associate |
| Different phone used | Associate manually to correct customer |
| Phone not registered | Update customer’s phone number |
| Typo in phone | Verify customer identity, associate manually |
Best Practices
Daily Review
Daily Review
Check unassociated payments daily to ensure customers get their balance
Verify Identity
Verify Identity
Confirm customer identity before associating payments
Create Missing Accounts
Create Missing Accounts
If payer isn’t a customer yet, create their account first
Troubleshooting
| Issue | Solution |
|---|---|
| Can’t find customer | Create the customer account first |
| Wrong amount shown | Verify with original M-PESA message |
| Payment already associated | Check regular payments view |