Payments and transfer enquiries
Understand a payment status and prepare a useful enquiry.
Check the payment before sending again
Open payment tracking and locate the payment using its reference. Review the amount, currency, date and displayed status. If you are unsure whether a payment was accepted, check your activity before attempting it again to avoid a duplicate instruction.
What the tracking status tells you
- Pending
- The payment remains pending in the banking system. This is not confirmation of receipt by the beneficiary.
- Completed
- The banking system records the payment as completed. This alone does not confirm settlement or credit at another institution.
- Cancelled
- The payment is recorded as cancelled. Check the account activity and ask support about any remaining balance or posting query.
A recipient has not received the payment
Check the reference, beneficiary details and currency against your original instruction. Provide support with the payment reference, date, amount, currency and the specific issue. Keep bank account details inside the authenticated support conversation; do not put them in public messages.
Incorrect details or an unfamiliar payment
Contact your established banking support channel promptly if the instruction is wrong or you do not recognise it. Explain whether you sent the payment yourself. Ask whether a correction, cancellation or recall is possible; do not assume it can be reversed after processing. Retain the reference and relevant messages.