The Trust Balance tile on the Matter shows the current Trust Balance or the total amount of Trust Transactions that have been deposited to the Matter. If the tile isn't showing the expected amount, there are a few places to check before contacting Centerbase Support.
Trust and Retainer Settings
The Trust Balance tile doesn't include any Trust transactions deposited to a Retainer account. The best way to check if transactions have been deposited to a Retainer account is to look at the Trust and Retainer settings on the Matter. They can be found by selecting the cog and clicking Trust and Retainer from the menu.
Clicking on the individual accounts listed there will show if the particular account is a Retainer account or not.
Occasionally, Matter Trust accounts are named similarly, and as a result, when an overpayment is created, it is put towards the wrong Matter Trust account. If it's not clear which Matter Trust account the overpayment is being put towards, change the name of one of the Matter Trust accounts.
To change the name of a Matter Trust account, go into the Trust and Retainer settings, select the account in question, and edit the Name field.
As a best practice, put the Matter Number at the beginning of the Account Name. That will make it easier to tell the difference between the various accounts.