Viewing and Searching Pending Payments

Use the Pending Payments screen to view payments that:

• Are awaiting funding or scheduled for a future date
• Encountered and error and failed
• Were rejected or cancelled by a user

Finding your Pending Payments

How you navigate to Pending Payments depends on how you access customer accounts. In the portal, you won’t see labels like “Direct customer” or “Partner”; we use them here to describe different access patterns.

In all cases, Pending Payments is located within the collapsible Payments menu (labelled All Payments for Partners) in the side navigation. You may need to expand Payments first.

If you only access your own organisation’s accounts (Direct customers)

You only access accounts that belong to your own organisation.

1. In the side menu, select Payments.
2. Select Pending Payments.

You will see all pending and failed single payments for your accounts from the last seven days.

If you act on behalf of multiple customers (Delegates and multi-customer users)

You can switch between customers, but you view one customer at a time.

1. In the side menu, select Customers.
2. Select the customer whose pending payments you want to view.
3. Select Payments from the customer-specific menu that appears 
4. Select Pending Payments.

You will see pending and failed single payments for the selected customer from the last seven days.

If you manage multiple customers (Partners)

You have access to multiple customers’ accounts.

To see pending payments across all customers:

1. In the side menu, select All Payments 
2. Select Pending Payments.

The table shows pending and failed single payments for all your customers over the last 7 days.

To focus on a specific customer:

1. In the side menu, select Customers.
2. From the list, select the customer whose pending payments you want to view.
3. Select Payments from the customer-specific menu that appears
4. Select Pending Payments.

You will see pending and failed single payments for the selected customer from the last seven days.

Searching and Filtering Pending Payments

You can search and filter the Pending Payments table to quickly find specific payments.

1. Navigate to Pending Payments (see the sections above for steps based on your user type).
2. Select Search and filter.
3. Use one or more of the following options:
   • Search by BID Enter the BID (the payment reference starting with P-) if you know it. This is the fastest way to locate a specific payment.
   • Search by date range Set a start and end date to see payments created or scheduled within that period.
   • Filter by status You can filter the list by:
     • Pending: payments that are created but not yet fully processed
     • Error: payments that could not be processed due to an issue (for example, invalid details)
     • Cancelled: payments that have been cancelled before completion

Apply your criteria to update the table with matching results.