Common Errors & Issue Web Session Doesn’t Balance

Scenario: You try to balance a WEB session and when you click View Receipts, you receive an error

99% of Web Session issues result in incomplete payment data during the Credit Card Authorization. Remember if you regularly perform a function successfully and then it does not work, the issue is usually bad data on that payment.

Check the following items:

• You receive an error during Balancing / View Receipts. iGovServices will automatically download a CSV file to open in EXCEL.  Look in your download folder and OPEN the file.

• The Excel File contains the exact receipt number (s) that are messed up.

• LOOK AT THE LAST COLUMN IN THE EXCEL SHEET. It tells you if you need to DELETE or VOID the receipt.

If it says DELETE

• This means that only the receipt header (summary) exists because the data didn’t come back from the Taxpayer web payment.  This usually occurs because the taxpayer closed their browser before the Payment Confirmation page appeared. There is no way to fix this so Delete the receipt.

• The Balance will still be on the PIDN, so on the ADMIN dashboard, push the delete receipt button and type in the receipt number (in the excel file).

• Then retake the payment (data you need in the excel file) and check the OFFLINE Credit Card option during the payment screen so you don’t authorize the credit card again.

• Since this was done in a web session, you will want to move this new payment receipt into the WEB session so it is in balance.  Balance / Create Deposit / Move Receipt button.

If it says VOID

• This means that the line items don’t add up to the receipt total typed in during the payment.

• The most common cause of this is taking a payment on a previously partially paid charge line just after a data conversion or just getting started on iGovServices.

• Follow the instructions and Void (payments/void/enter receipt number) the payment.  If you still receive a balance error on this payment after voiding it then try the next action.

• If Void does not work, then you need to EDIT the charge line you are trying to pay after Voiding it the 2nd time.  Go to the PIDN / View Current Charges.  Click the green plus sign on the bad charge line.  Make sure that the Normal +discount + penalty+interest minus the payment field = the GROSS.  Then make sure the payment normal+payment discount+payment penalty + payment interest = Payment.  The line item must be in Balance for the payment to process correctly.

• If the charge line is not in balance, then do an ADMIN adjustment to correct the charge line so it is in balance.  Then you will be able to process the payment.

The above is a rare circumstance.  If the above instructions do not solve your issue then contact support and the ticket will be elevated.

If you confirmed the above troubleshooting items then a support team member will need to review the PIDN you are trying to pay.  

Version 5.0 of iGovServices 

Last updated on: 12/16/2022

Updated by: CS