Overview
This is a quick-reference list of the most common issues customers run into in the Juno Portal — what's usually causing them, and what to do. Use it as a first check before contacting 934 Support.
Applies to
| Product | Juno Portal |
| Audience | All Juno Portal users |
What you'll achieve
For a range of common situations, you'll know whether what you're seeing is expected behaviour, and what to do next — including exactly what to have ready if you do need to contact 934 Support.
Common issues
| Transaction not visible yet | Ingestion from the gateway hasn't completed yet. | Wait a few minutes and refresh. If it's still missing after 15 minutes, contact 934 Support with the terminal ID and time. |
| Transaction shows Authorised after capture | The capture event is still in transit from the gateway. | Wait for events to settle — the status updates automatically. Escalate if it's still unresolved after the expected settlement window. |
| Refund not showing on a transaction | The refund event hasn't arrived from the gateway yet. | Confirm the refund was processed at the terminal or in your PMS. Events typically arrive within minutes. |
| Transaction amount differs from the receipt | The pre-authorisation amount and the captured amount may differ. | Open the transaction's lifecycle view to see each individual event and its associated amount. |
| Settlement amount doesn't match the transaction total | Acquirer fees, timing differences, or a batch cut-off. | Check the settlement batch detail. Contact 934 Support if the variance persists beyond two business days. |
| A property isn't visible in the property selector | Your account isn't assigned to that property. | Contact your platform administrator to request access. |
| Juno Intelligence returns no result | Your query is outside the available data window, or a filter is unclear. | Rephrase your question with a specific date range and property name. |
Need more help?
If your issue isn't listed here, or the suggested step doesn't resolve it, contact 934 Support through Help & Support in the Portal or at support@weare934.com — include the transaction ID, date, and property where relevant.
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