1. Why don’t I see a specific report in Flywire?
Reports are permission-based, so the reports you see depend on your user role and access settings. If you believe you should have access to a report, contact your organization’s Flywire administrator.
2. Why is my report returning no results?
No results usually means there was no matching activity for the filters selected. Try expanding the date range, confirming the correct organization or location is selected, and checking whether the report requires a specific status or activity type.
3. Can I export report results?
Many reports include an export option, often to Excel. Exporting is useful when you need to filter, sort, share, or archive the report outside of Flywire.
4. Why do totals look different between reports?
Different reports may group data differently or include different types of activity. For example, a summary report may show high-level totals, while a detail report may show individual transactions, refunds, or statuses.
5. Which report should I use to research a specific payment?
Use a detail-level payment report when researching a specific payment. These reports are better for transaction lookup because they include individual payment records and related status information.
6. Which report should I use for high-level payment totals?
Use the Payment Summary report when you need overall payment totals by source, method, or time period. This is best for trend review or reconciliation summaries, not individual payment research.
7. Why does the Future Cash Flow report not match actual deposits?
Future Cash Flow is based on scheduled payment plan installment dates. Actual deposits may differ if patients pay early, pay late, miss an installment, cancel a plan, or if processing and settlement timing changes the deposit date.
8. What date range should I use when running a report?
Choose the date range that matches the activity you are trying to review. For reconciliation, use the payment or statement cycle you are balancing; for follow-up work, use a recent range such as the last 7, 14, or 30 days.
9. Why is a payment showing as unacknowledged?
An unacknowledged payment has not yet been confirmed or acknowledged by the provider. This may require reconciliation review or follow-up based on your organization’s process.
10. Why are some accounts missing from a statement report?
Accounts may be excluded if they are on statement hold, suppressed, stricken, or otherwise not eligible for statement generation. Use statement hold or suppression-related reports to investigate why an account did not receive a statement.
11. What should I do if an exported report is too large?
Try narrowing the date range or applying more specific filters before exporting again. Large reports may take longer to generate and can be easier to work with when broken into smaller time periods.
12. Why do I see accounts on a payment plan in more than one report?
Some reports are designed for different views of the same activity. For example, one report may summarize payment plan status, while another groups active payment plan accounts by agency or identifies plans at risk of default.
13. Which report helps identify patients who started but did not finish enrollment?
Use the Users Viewing Offers, Not Completing report. It can help your team identify patients who may benefit from follow-up or additional assistance completing their payment plan.
14. Which report should managers use to review CSR activity?
Managers can use reports such as Payments by User and CSR Plan Activation Details. These reports help review payment activity, refunds, and payment plan activations by staff user.
15. Why does a report include accounts that did not qualify for offers?
Some qualification reports include both qualified and non-qualified accounts so teams can compare offer eligibility against total billed activity. This provides a fuller view of why certain patients did or did not receive payment plan offers.
16. What should I check if report data looks incorrect?
First confirm the filters, date range, organization, and report type. Then compare summary results against a detail report when available, since detail reports can help identify the specific transactions or accounts behind a total.
17. Can reports be used for patient follow-up?
Yes. Reports such as Soon to Default Payment Plans, Recently Defaulted Payment Plans, Bad Email Addresses, and Users Viewing Offers, Not Completing can help teams create follow-up lists.
18. How often should my team run reports?
Frequency depends on the workflow. Reconciliation reports are often reviewed daily or monthly, delinquency reports may be reviewed weekly, and statement or communication reports may be reviewed around statement cycles or outreach campaigns.