What to do if a payment was not executed?

Document ID: 36228

Modified: 05/10/2023

Description:

When you receive your account information, you may notice that the account information concerning a payment that you have recently sent, is not present.

Cause:

The payment was refused after bank internal checks or accepted but not yet executed.

Resolution:

Verify if the sent transaction has a reason why it is rejected:

Go to Sent transaction
Locate your transaction and open the details
Below the negative confirmation message the reason why it is rejected might be available

In case the reason is unclear or no reason is provided, call your bank of the ordering account, they will inform you about why the payment was not executed.