Finance and reconciliation troubleshooting
Clarify ledger vs provider rails, AP vs disbursements, operating balances, and reconciliation mismatches.
Problem
Balances look wrong, a bill payment did not pay out, disbursement submit fails, or reconciliation does not match a provider dashboard.
Cause
- Treating provider balances or operating projections as Zyelra-held custody
- Confusing vendor bill AP payment records with disbursement payouts
- Live payout rails still NEEDS VERIFICATION / not enabled for the agency
- Expecting QuickBooks changes to rewrite Zyelra books
- Missing accounts.*, ap.*, or journals.* permissions
Solution
- Start from Finance overview and Chart of Accounts — Zyelra ledger is canonical
- Read Operating balances custody copy; compare to provider only as a projection check
- AP: record bill payment on the vendor bill; Disbursements: separate submit path when rails enabled
- Reconciliation: resolve mismatches in Zyelra first; QBO production remains BLOCKED
When to contact support
Contact support when posted journals or bills are missing from the ledger after a successful UI confirmation, or when payout submit fails despite an explicit enablement confirmation for your agency.
Next step
Jump to another problem area if this guide did not resolve the issue.
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