When looking at your recent payments on your Dashboard, you will notice that your payments may have different statuses. Here's what each of the statuses mean:
Pending Submission
This means that your payment was added by your payor, but it has not been submitted yet.
If you have not yet completed your account registration, your payor will be unable to submit your payment and it will remain in this state until your account registration is complete.
If you have already completed your account registration and your payment is still pending, you'll need to contact your payor directly for an estimate, as they are responsible for submitting the payments on their end.
Payment Processing
This means that your payment has been submitted, but it's likely still en route to your payment method. You can click on the payment details to see the estimated delivery date.
Completed
This means that your payment has been submitted and was completed successfully, based on the estimated delivery time.
In some cases, it's possible for payments to be delayed at the bank for a number of reasons, so if you have not received your payment after the estimated delivery time, it may take up to an additional 24 hours to arrive.
If you still have not received your payment after this time, please contact our support team at support@paymentlabs.io and they will be happy to assist you.
Compliance Hold
This status means that your payment is currently on hold and additional information has been requested. Our support team will contact you requesting this information, but you should also be able to see what the requested information is by clicking on your payment on your dashboard. Please note that the requested information should be provided within 5 business days, otherwise the payment will be returned.
Payment Returned
This means that your payment has been returned to the payor. This can happen for a number of reasons, such as invalid banking details, failure to provide requested compliance information or due to a bank's internal policy for example. When a payment returns, our support team will contact you and explain the reason for the return as well as the next steps you need to take in order for your payment to be re-submitted. You will also be able to check the return reason by clicking your payment on your dashboard.