# gateway.transaction_processing.resource_missing

> For the complete machine-readable documentation index, see [llms.txt](https://apidocs.chargebee.com/llms.txt).


**gateway**

A required resource could not be found at the gateway. This can include missing payment intent records, deleted customer accounts, incorrect reference IDs, or synchronization issues between systems.

## Recommended Customer Message

We could not locate your payment or account details. Please contact our support team for assistance.

## Root Cause[](#root-cause)

-   **Missing payment record:** The payment intent or transaction record no longer exists at the gateway.
-   **Deleted or deactivated customer account:** The customer's account associated with the transaction is missing or deactivated.
-   **Incorrect references:** Using incorrect or non-existent resource IDs in API requests.
-   **Gateway synchronization issues:** Inconsistencies between the merchant system and the payment gateway data.

## Troubleshooting and Solutions[](#troubleshooting-and-solutions)

-   Inform the customer that there was a problem processing their payment due to technical issues.
-   Check if the payment intent, transaction record, or customer account exists in Chargebee and at the gateway.
-   Validate that the correct resource IDs are being referenced during the transaction.
-   Contact the payment gateway support if resources appear missing or if data synchronization issues are suspected.
-   Advise the customer to retry the transaction after the underlying issue is resolved.