Most Ramp problems trace back to the accounting connection in Ramp, a workflow that's turned off, a payee without bank details, or a feed that hasn't synced yet.
What you see | Likely cause | What to do |
"An accounting connection is required" on the chart of accounts sync | Ramp has no accounting connection yet | Reconnect Ramp from Banking so VRTrust can set itself up as Ramp's accounting connection |
Ramp expenses come back coded to QuickBooks or Xero accounts and classes | QuickBooks or Xero is still Ramp's accounting connection | Switch Ramp's accounting connection to VRPlatform, then contact support so VRTrust can finish setting up the fields and listings |
No Listing or Bill to Owner field in Ramp → Accounting fields | Setup didn't finish when Ramp was connected | Contact support to rerun setup. Don't create the fields yourself in Ramp |
A bill entered in Ramp isn't in VRTrust | The Ramp Bills to VRPlatform Expenses workflow is off | Turn it on under Connections → Ramp → Workflows, then run a sync |
A VRTrust expense isn't in Ramp's Bill Pay inbox | Bills are created only when you pay through Ramp | Pay the expense by ACH through Ramp |
The ACH option is unavailable for a vendor or owner | No bank details on the payee | Add them on the payee's Payment method tab |
"Ramp payment flow is not active" | That workflow is turned off | Turn it on under Connections → Ramp → Workflows |
"Ramp is not connected" | The team has no active Ramp connection | Connect or reconnect Ramp from Banking |
A Ramp feed shows "Health unavailable" and $0.00 | No transactions have come in yet | Run Fetching data. If a sync finishes with 0 records but Ramp shows activity, contact support |
Vendors appear twice in Ramp's Accounting Merchant list | Duplicate vendors from an earlier sync | Contact support to clean them up |
When you contact support, include the team name, what you clicked, and a screenshot of the sync from Connections → Syncs.