Why is my reconciliation policy returning a balance of 0?

Last updated: October 8, 2025

If your reconciliation policy is unexpectedly returning a balance of 0 for payment accounts, it may be related to the polling period set for your generic connector. Here's what you need to know:

Understanding the Polling Period

The polling period determines how often your connector fetches updated balance information. If set to 1 hour, for example, balances are updated hourly.

How Polling Affects Reconciliation

When you run a reconciliation between balance updates, the system may return a balance of 0. This is because the exact balance on third-party side, at that specific time is unknown. (Balance is considered as 0 since we don't know the balance in-between)

Here's an example:

  • Balance updated at 3:14 PM: 100 USD

  • Next balance update scheduled for 4:14 PM

  • If you reconcile at 3:30 PM, the balance may show as 0 USD

  • If you reconcile after 4:14 PM balance update, for 3:30 PM

It will show the correct balance of 100 USD

To avoid getting a 0 balance, ensure your reconciliation time falls between the last updated balance and the previous one. In the example above, reconciling before 3:14 PM would return the correct balance. In case your reconcile_at timestamp falls after last balance update, the policy will return 0

Recommendations

  1. Consider using a shorter polling period (e.g., 1 minute instead of 1 hour) for more frequent balance updates.

  2. Schedule your reconciliations to run shortly after known balance update times.

  3. If you need more precise balance information, contact support to discuss options for real-time balance fetching or more frequent polling.

By understanding how the polling period affects your reconciliation process, you can adjust your settings to ensure more accurate balance reporting.