A user reports that a successful transaction is not showing up in the RSA customer support portal.. Checking the BIN that this card is part of, we find that the BIN is registered with RSA and has successful transactions against it. The customer reports that they are not seeing an internet transaction that was approved in the RSA customer support portal.
The most likely reason is that the merchant where the transaction took place is not using any Credit Card authentication (from RSA or any other vendor.) Though most internet merchants use authentication technology and it is encouraged by banks to do this, it is not required. As the merchant did not use authentication, RSA would never be aware of this transaction.
The Bank (FI) may question this, if so, have them check for an ECI (Electronic Commerce Indicator) code. If there are none, then this is a good sign that no authentication attempt from the merchant took place.