Bill-pay donations not showing up on member's donor statement

I have a member in my ward who pays tithing through bill pay. I assume he sends it directly to church headquarters. When we gave him his Donor Statement for tithing settlement, none of the bill-pay donations were there. It seems like it should be showing up based on the info here: https://www.lds.org/donations/#/help

What can I do as a clerk to help him see those donations, or what does he need to do?

Thanks!

Originally bill pay donations were not visible to local units. Later that was changed and they were visible by default but there is an option to have them hidden. If someone started bill pay before the change then they probably are still hidden. Either way I think they probably need to send an email to donations@ldschurch.org to request a change in that setting.

Thank you!