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Why hasn't my collection account received funds?

What to check when an expected payment hasn't shown up in your collection account.

If an expected payment has not appeared in your collection account, work through these checks before raising it with support.

 

Step 1: Search your Transactions list

1. Log in to the Tazapay dashboard at dashboard.tazapay.com.
2. Click Transactions in the left sidebar.
3. Search by the collect ID if the sender gave you one, or scan the list for the expected amount and date. Incoming payments appear as collects with a Payment ID starting with col_.
4. Click into the payment to check its status and sender details.

 

Step 2: Check the status rather than assuming it is missing

If the payment is in the list but not showing as succeeded, it has arrived and is being processed. A payment on compliance hold has not been credited to your balance yet and is still under review. A stablecoin payment can briefly show as Detected while the blockchain transaction waits for final confirmation.

 

Step 3: Check what the sender actually did

If the payment is not in the list at all, ask the sender to confirm:
- They used the correct account details for the currency they sent, or the correct wallet address and network for a stablecoin.
- The payment was actually sent and debited from their end, ideally with a transaction reference or hash.
- The account they sent to was live at the time. An account that has been closed or is still awaiting approval cannot receive funds.

 

Step 4: Contact support

If the sender has confirmed the payment left their account and you still cannot find it, email support@tazapay.com with the amount, currency, date, sending bank or wallet address, and any reference or transaction hash the sender has.

👉 For full details, check out the Tazapay developer docs:
• Compliance holds → https://developer.tazapay.com/collection-accounts/incoming-payments/compliance-holds
• Viewing incoming payments in the dashboard → https://developer.tazapay.com/collection-accounts/incoming-payments/dashboard