An owner cannot see a statement
Statements appear in the portal only when published — check status, owner link, and portal permission.
Purpose
The owner says a statement is missing from their portal, but you can see it in the back office. Almost always, this is the publish step.
Possible causes
- The statement is finalized but was never PUBLISHED to the portal (the most common cause).
- The statement is still a draft.
- The statement was published, then unpublished.
- The statement belongs to a different owner record than the portal login (duplicate owner records).
- The owner's portal permission for statements is switched off.
How to check
- 1Open the statement under Owners > Statements and check its status and the published flag.
- 2Confirm the statement's owner is the SAME owner record that holds the portal login (watch for duplicate owners with similar names).
- 3Check the owner profile's portal permission checklist — statements enabled?
- 4Have the owner refresh /partner/statements after you make changes.
How to fix
- 1Draft statement: review and FINALIZE it first, then publish.
- 2Finalized but unpublished: click Publish on the statement — publishing is a deliberate separate step.
- 3Wrong owner record: merge/correct the duplicate owner situation, or regenerate the statement against the right owner.
- 4Permission off: enable statement visibility on the owner's portal checklist.
When to contact support
If a published statement with correct owner linkage still does not render in the portal, contact support (category: Finance / statement issue) with the statement id.
Important notes
- Finalizing locks the numbers; publishing controls visibility. They are intentionally separate so you can lock the books before the owner sees the result.