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What should I do if my payment is delayed?
What should I do if my payment is delayed?

My payment shows as completed, but I haven't received it.

Updated over a week ago

How the payment process works

  1. Your organization will invite you to create an account with Plane and to add your bank account details. They can also add this information for you.

  2. An admin or a manager from your organization will schedule a payment based on your agreed terms. You can check with them if you need to confirm when a payment will be scheduled.

  3. Your payment will be sent to the bank account that was provided.

How to confirm the payment date and the status of your payment

  1. Go to the Payments tab.

  2. To see the payment date, check the first column. The payment status is in the fourth column.

  3. You can click the arrow to the far right-hand side to see the Payment details page. The stages of payment are explained in this article.

Troubleshooting steps

  1. Please allow up to end of day (EOD) on the payment date for the payment to process. We time transfers to account for time zone differences; hence it should be EOD in your time. Contact us if you can’t access the transfer associated with the payment on the payment date.

  2. If you haven’t received the payment by EOD and the transfer status is “Paid,” you can check with your bank to find out if there’s a delay. You’ll have access to the payment confirmation documents that you can share with the bank. If you can’t find the payment confirmation, please reach out to us.

Some factors that might affect your payment

  • Local bank holidays. If there’s a bank holiday in your country on the payment date, your payment might be delayed. You can check the transfer status to see if your payment has been sent.

  • Bank account limits. It’s important to know if your account has a monthly limit on the amount you can receive. If there is a limit, a payment might be rejected by your bank.

  • Compliance checks. A payment might have yet to arrive because a compliance check was initiated by one of the involved financial institutions. If more information is required, our payments team will reach out to you.

  • Intermediary banks. There can, at times, be delays resulting from intermediary banks. This can be because of a compliance check or a change in the intermediary bank that your bank works with.

What to do if your bank account information was incorrect

  1. Confirm the status of your payment.

  2. Contact us to let us know about the error. We may be able to stop the payment if the status is “Pending." If the status is “Processing,” we may still be able to stop the payment, but please note that the chances of doing so will be smaller, especially if we’re close to the payment date.

  3. Once we put your payment on hold, we’ll ask you to update your bank account details in your account with the correct information. You can do this after contacting us.

  4. Our payments team will send the payment to the updated bank account.

  5. If your payment has been processed, we’ll need to wait for it to be returned. In most cases, the banks will reject the payments since they can’t complete them. In a few cases, the issue can be resolved by the involved banks if the error was minor.

  6. We’ll be notified once your payment has been returned. We can then send it to your updated bank account. If you did not notify us about the issue, we’ll reach out to you once the payment has been returned.

What to do if your payment appears as cancelled

The status of your payment will be “Cancelled” if your organization decided not to move forward with it. This can be because of different reasons, such as:

  • Your organization scheduled the payment by mistake

  • It was a duplicate payment

  • The amount or other details need to be updated first

If your payment is cancelled, please check with your organization for more information.

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