At Fidel API, we are on a mission to make programmatic payments as frictionless as possible. We know that investigating missing transactions has traditionally been a manual hurdle—involving support tickets, long email threads, and wait times that slow down your team.

Today, we’re handing you the keys.

We are excited to introduce our new Missing Transaction Requests (MTR) suite. By moving from manual Zendesk tickets to a self-service programmatic experience, you can now retrieve missing transaction data, directly via our API or the Fidel Dashboard.

Why the Shift to Self-Service?

Manual ticket creation via emails are a bottleneck. With this new release, you can trigger automated look-ups directly with card networks. This means faster resolutions, higher data accuracy, and a significantly reduced workload for your operations teams.

What you can do now:

• Recover Missed Data: Instantly find transactions missed due to timing issues or technical lags.
• Verify Transactions: Confirm specific transaction details directly against card network records.
• Identify New MIDs: Find Merchant IDs (MIDs) that haven't been onboarded via test transactions.
• Instantly Onboard: Once a new MID is discovered, use our MID Request API or the Dashboard’s MID Management tab to get it live immediately.

Two Ways to Manage Your Requests

We’ve designed this update to fit every team’s workflow—whether you want to build a fully automated backend or manage requests via a visual interface.

1. For Operations Teams: The No-Code Dashboard Experience

If your team prefers a visual workflow, the MTR features are already live in your Fidel Dashboard. You don’t need a developer to get started.

• Manual Triggers: Simply enter the transaction details (Amount, Date, Card ID) to start a lookup.
• Visual Status Tracking: Monitor every request through a clean interface. You’ll see exactly where a request stands—whether it's Pending, Success, or Not Found.
• Request History: Access a full log of all past MTRs in one place for easy auditing and reporting.

View the Dashboard Demo

2. For Technical Teams: Full API Automation

For high-volume users, our new endpoints allow for deep integration into your existing systems.

• Create & List: Initiate searches and retrieve request histories programmatically.
• Real-Time Webhooks: Don’t waste resources polling for updates. Subscribe to terminal state events and get notified the second a transaction is located.

Explore the MTR API Documentation

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IMPORTANT NOTICE: Migration Deadline

To provide a more reliable and scalable service, we are moving away from our legacy manual processes.

• The Cut-off: Please ensure your teams have migrated to the new APIs or the Dashboard by March 23, 2026.
• The Decommission: On March 24, 2026, our Zendesk automation on 'Missing Transaction Requests' will be retired. After this date, Zendesk will no longer be able to receive or process Missing Transaction Request emails.

We’re Here to Support You

Transitioning to a new workflow is a big step, and we’re here to help you get it right.

• CSM Consultation: Reach out to your Customer Success Manager to discuss your strategy or migration timeline.

General Help: Our support team is always available at support@fidel.uk.