If the payment screen shows a payment that you did not receive, it could mean that the payment is still being processed to your debit card or direct-deposit account. (For more information, see Payment-Processing Time Frames.) The payment could also be the result of a reissued payment, an account adjustment, or a fee.
Reissued checks and original checks are both shown as payments. If a check was lost or damaged and the parent asks for a new check, the Payment Screen will show two payments. This does not mean that two payments were made. It means that two checks were sent to the family, but only one check could be cashed by the family. To prevent lost or damaged checks, sign up for Direct Deposit.
If the amount collected on your case does not match the amount shown as paid to you, it is possible that an adjustment was made to your account. The Trust Fund adjusts accounts when a payment is misdirected and needs to be moved to another case or to another obligation within the same case. See the two examples below:
A parent asked the court to reconcile his/her account that was based on a percentage order. If the reconciliation shows that the balance was incorrect, an adjustment is made to correct the balance. After the account is adjusted, the newly correct balance will be shown. The amount of the adjustment will not be shown.
The court may order a change in the amount of the monthly payment. If the change is to start on the first of the month, but the order is not sent to the child support agency until later in the month, the amount due for the month and the balances have to be adjusted. After the adjustment is made, the screen will show the correct balance, but will not show the amount of the adjustment.
Print your payment or balance information (account history)