EFT info disappearing in Helios

[dougl020]

This is the 3rd time this has happened in the last 2 months. I've gone to freeze a client's account & when I enter the code it says "there is no eft plan to freeze"...I click on their EFT tab, but it is blank, & the weirdest part is that they did get charged for the month. Oh, & it also happened to someone I was unfreezing.

I know that if you void a freeze or unfreeze on helios it will delete the eft info, but I know this isnt why this occurred because the last time this happened was on the 1st--our draft day--& it showed the client as being charged that day. It's almost like just entering the code is deleting info. It is the strangest thing, & when I called Helios they weren't even sure what happened.

Anyone know why this is happening? Please help!

[sparky]

Version of Helios ?

[dougl020]

11.6.7

[cfindley]

this happened to us during the conversion to 12, 4 people had no eft info so we added it and the got charged twice!
hasnt happened since, i recommend printing out your eft members and the checking one by one to see if they have an eft plan.

[Pedroboy]

I just had the same problem and I am on ver 12. What source do all of you use to learn all of the reporting features on Helios, or do you just read and use trial and error. It seems very difficult to get help from Helios support.

[dougl020]

^^^What type of reports are you needing in particular?

[sparky]

Anyone know why this is happening? Please help!

You might want to do a database repair. There may be a glitch that keeps the client and EFT databases from being updated correctly.

Seems you might have already done this for the duplicate client issue on another thread.

Did it fix the EFT issue also ??

[dougl020]

Maybe, just maybe it did...haven't had one at any of the stores since I did the repairs.