# Missing Payments in Carpay

This article explains common causes of missing payments in Carpay and provides steps for identifying, tracking, and resolving payment discrepancies.

May 12, 2026

## Overview

When a customer reports a payment that is missing or not reflected correctly, the first job is to determine whether the issue is with payment processing, Carpay visibility, or DMS posting. This guide walks through each scenario and how to resolve it.

## The three systems involved

|     |     |
| --- | --- |
| **CardPointe** | Source of truth for payment processing. If a transaction was charged, it lives here. |
| **Carpay** | Platform record of the transaction. Reflects what was processed through Carpay. |
| **DMS** | Final posting location. Where the payment is recorded against the customer's account. |

|     |
| --- |
| **Scenario 1: Customer says they paid, but it's not in Carpay** |

Use this flow when a customer claims they made a payment but it does not appear in Carpay.

**Step 1 — Request proof of payment**

Ask the customer for one of the following:

• A payment receipt, or  
• A bank or card statement showing the charge

**Step 2 — Verify payment details**

• Confirm the card used  
• Confirm the date and amount

**Step 3 — Check CardPointe**

Search for the transaction in CardPointe using the details provided. Cross-reference the transaction number in Carpay to verify where the payment was processed.

**Outcome**

|     |     |
| --- | --- |
| **Result** | **What it means** |
| **Not in CardPointe** | The payment was **not processed through Carpay**. |
| **In CardPointe but not in Carpay** | Escalate to **Carpay Support**. |

|     |
| --- |
| **Important:** Carpay and CardPointe should always match. If a payment is missing from both, it was not processed. |

|     |
| --- |
| **Scenario 2: Payment shows in DMS but not in Carpay** |

Use this flow when a payment appears in your DMS but is missing from Carpay.

**Step 1 — Check Carpay**

• Go to Recent Payments  
• Search for the transaction

**Step 2 — Check CardPointe**

• Verify whether the payment exists in CardPointe

**Outcome**

|     |     |
| --- | --- |
| **Result** | **What it means** |
| **Not in Carpay and not in CardPointe** | The payment was **not processed through Carpay**. |
| **In CardPointe but not in Carpay** | Escalate to **Carpay Support**. |

|     |
| --- |
| **Scenario 3: Payment shows in Carpay but not in the DMS** |

Use this flow when a payment appears in Carpay but is not posted in your DMS.

**Step 1 — Check the “Payments Posted to DMS” tab (DMS-specific)**

1. In Carpay, go to Recent Payments  
2. Select Payments Posted to DMS  
3. Search for the transaction

## Supported DMS

This step applies to:

• AutoManager  
• Frazer  
• iDMS  
• DealerCenter  
• Auto Action  
• FoxPro  
• Auto Master Systems

## What to do based on your DMS

**AutoManager**

• Payments in this tab require dealer approval
• If not approved, they will not post to the DMS

|     |
| --- |
| **Action:** Approve the payment to complete posting. |

**All other supported DMS**

_Frazer, iDMS, DealerCenter, Auto Action, FoxPro, Auto Master Systems_

• Payments in this tab are queued for automatic posting
• No dealer action is required

|     |
| --- |
| **Action:** Allow time for posting to complete. |

## If payments are stuck

If payments remain in the “Payments Posted to DMS” tab for an extended period, contact Carpay Support for investigation.

## DMS exception: Wayne Reaves

Wayne Reaves follows a different process.

**If a payment shows in Carpay but not in Wayne Reaves**

1. Log into Wayne Reaves
2. Navigate to the Batch Payments screen
3. Search for the payment

**Outcome**

|     |     |
| --- | --- |
| **Result** | **What it means** |
| **Found** | The payment is awaiting processing/posting. Proceed with your dealership's posting process. |
| **Not found** | Contact **Wayne Reaves Support** — the payment has not been received by the DMS. |

## Key takeaways

• **CardPointe** is the source of truth for payment processing.
• **Carpay** is the platform record of the transaction.
• **DMS** is the final posting location.
• **Not in CardPointe** → payment was not processed.
• **In Carpay but not in DMS** → likely a posting delay or queue issue.
• **Missing from both Carpay and CardPointe** → payment does not exist.

## When to escalate

Contact Carpay Support when:

• A payment exists in CardPointe but not in Carpay
• Payments are stuck in “Payments Posted to DMS”
• Payment discrepancies cannot be explained by the steps above.