Report is not visible
The report may not be enabled for your user role or permissions. Contact your Flywire administrator and ask them to confirm your reporting access.
Report returns no results
Check the date range, organization/location, and any selected filters. If the report is activity-based, there may not be matching activity for the selected timeframe.
Report takes a long time to load
Large date ranges or broad filters can increase load time. Try running the report for a shorter date range or fewer locations.
Export is too large or fails
Narrow the report filters before exporting. If possible, export in smaller date ranges, such as one week or one month at a time.
Totals do not match another report
Different reports may use different groupings, statuses, or timing rules. Compare a summary report against a detail report to identify the specific transactions included.
Payment totals do not match deposits
Payment reports may show transaction activity, while deposits depend on settlement timing. Deposits can also be affected by processing delays, weekends, holidays, refunds, or chargebacks.
Future Cash Flow does not match actual payments received
Future Cash Flow is based on scheduled payment plan installments. Actual payments may differ if patients pay early, pay late, miss a payment, cancel a plan, or change payment timing.
A payment is missing from a report
Confirm the payment date, payment status, payment method, and selected filters. If the report only includes completed or acknowledged payments, pending or unacknowledged payments may appear elsewhere.
A payment appears as unacknowledged
The payment has not yet been confirmed or acknowledged by the provider. Review your reconciliation workflow or use the report to identify payments needing follow-up.
A statement is missing from statement reports
The account may have been on statement hold, suppressed, stricken, or otherwise excluded from statement generation. Check statement hold and suppression reports for more detail.
An account appears on statement hold unexpectedly
Review the account status and hold reason, if available. Statement holds are often used when an account is under review, in litigation, or should not currently receive statements.
A patient did not receive an email
Check the Bad Email Addresses Report for bounce-backs and confirm the patient’s email address is current. If the email address is invalid, update it in the appropriate source system.
Address information appears outdated
Use the NCOA report to review address changes identified through the National Change of Address database. If your organization uses another source system as the record of truth, update the address there as well.
A payment plan appears in multiple reports
This is expected when reports show different views of the same plan. For example, one report may summarize plan status, while another highlights default risk or agency grouping.
A plan appears in a default or soon-to-default report
Review the plan’s recent installment activity. A plan may appear if a required installment or pay-in-full amount has not been received within the expected timeframe.
CSR activity looks incorrect
Confirm the report date range and whether the activity is grouped by the user who processed the payment, activated the plan, requested an override, or granted an override. Different reports may group CSR activity differently.
Exported data looks different after opening in Excel
Excel may reformat dates, large numbers, ZIP codes, or leading zeros. If values look changed, adjust the column format in Excel before editing or sharing the file.
Report data still looks incorrect after checking filters
Run the report again with a narrower date range and compare it to a detail-level report when available. If the issue remains, document the report name, filters used, date/time run, and a few example accounts or transactions before contacting support.