Contents
Overview
In the Nucleus portal, the Transaction Reports menu option may be missing under Card Payment Processing for some client accounts, even when a user believes they have “admin” access. This typically presents with no error message—the menu item is simply not shown.
This is expected behavior when the Transaction Reports permission has not been granted for the specific user within the specific client account. This is a permissions/configuration issue, not a software defect.
Solution (Grant Transaction Reports Permission)
1) Confirm you are seeing the correct symptom
- When viewing a specific client account in Nucleus, the left navigation under Card Payment Processing does not show Transaction Reports.
- You may only see other items (for example, Admin Tools and Agents).
- There is typically no error message.
2) Understand the cause
Transaction Reports access is permission-based and configured per user, per client account. Being an “admin” does not automatically enable Transaction Reports for every user across every client account.
3) Grant Transaction Reports permission
If you have an admin user on your account, they may be able to add the permission to your user. If no one on your account is able to add the permission, please reach out to support to request that access to Transaction Reports be granted.
What changed
The fix is a permissions configuration update: granting Transaction Reports to the specific user(s) inside each specified client account makes the menu item visible for those user sessions.
Frequently Asked Questions
- 1. How do I know this is the same problem?
- You’re affected if Transaction Reports is missing under
Card Payment Processingfor some client accounts and there’s no error message—only a missing menu option. - 2. If I’m an admin, why can’t I see Transaction Reports for every account?
- Because Transaction Reports is granted per user within each client account. Admin access in one context does not automatically propagate the Transaction Reports permission across all client accounts.
- 3. What information is needed to fix this quickly?
- Provide the client ID(s) and the exact Nucleus username(s) that need Transaction Reports for each client ID (for example:
<client_id> / <username>pairs). - 4. What’s the verification step after permissions are updated?
- Log into the target client account context and confirm you can navigate to
Card Payment Processing > Transaction Reportsand that the Transaction Reports option is visible in the menu. - 5. What if one client account works and another doesn’t?
- Compare permissions between the working and non-working client accounts for the same type of user. Typically, the non-working account is missing the Transaction Reports grant for that user within that specific client account.
Matthew Mrosko
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