A balance tells you where. A record tells you how.

Start with the individual account

Your overview brings balances together, while Accounts lets you inspect each account separately. If a total looks different from what you expected, identify the account that changed before looking for an explanation. A transfer between a customer’s own accounts can change two account balances without changing that customer’s combined total.

The owner’s customer directory also shows a total for each customer. Selecting that customer reveals the underlying accounts. The combined client balance in the owner panel excludes the owner’s own recorded accounts; it is a summary of client records, not a reserve available to spend.

Follow the activity behind the number

Open Transactions and look for the relevant account, amount, date and reference. A positive amount adds to a recorded balance; a negative amount subtracts from it. An owner balance adjustment also produces a transaction so the change has an explanation in the account history.

A saved beneficiary is only a payment contact. It is not an owner-created customer account, and adding one does not create a customer balance. Likewise, recording activity inside HARMONIIE is not evidence that an external bank or card network has settled a payment.

Keep requests separate from completed changes

A request that is still pending has not been applied. Look at its status before expecting the account balance or settings to change. The owner checks the current account state when reviewing a request, rather than relying only on the information that was true when it was submitted.

Scheduled activity needs a separate check. Approval of a schedule does not move funds immediately. The owner must process payments that are due, and available funds are checked at that point. A failed payment should not be treated as completed activity.

If something does not look right

Give your owner enough detail to locate the record. You do not need to share your password. The owner has access to the customer account, balance-adjustment ledger and administrative audit history.

Administrative changes require a reason. If an owner corrects or reverses a transaction, check the resulting balance and history rather than assuming that an older amount is still the current one.

1. Note the account name and the amount you expected.
2. Find the relevant transaction or request, including its date and reference.
3. Check its status: for example, Pending, Approved or Rejected on a request, and Completed or Failed on a transaction or payment.
4. Ask the owner to review the matching account and audit record.