A payment shows received in the portal but isn't updating status in Desktop — why?

This is a PortalSync timing/callback issue. Things to check:

1. PortalSync delay — payments sync via Portal Sync, not instantly.
2. MuniciPAY callback not received — the portal redirects the citizen to MuniciPAY, which must send a callback back to confirm payment. If that callback failed, the payment won't sync to Desktop.
3. PortalSync stalled — if the dashboard shows "Running" with no date update, escalate to SDL Support.
4. Once sync confirms the payment arrived — staff still need to manually process it: Desktop homepage → Online Payments → click the pending payment → Process → Process Payment.

If MuniciPAY confirms the payment but it's still missing from Desktop after a confirmed sync, escalate to SDL support with the transaction details.