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Why is my payout still showing as "Processing" or "In Transit" when the beneficiary hasn't received the funds?

Why a payout can show Processing or In Transit while the beneficiary is still waiting, and how to trace it.

Payment delays after a successful debit can occur for several reasons depending on the payment route and the banks involved. Below are the most common scenarios and what to expect:

  1. Funds are pending at the beneficiary bank or an intermediary bank.Once Tazapay's banking partner processes the payment, the funds may still be held at an intermediary or beneficiary bank for compliance checks, FX conversion, or other internal reviews. In such cases, the payment status on Tazapay's end may reflect "Processing" or "Succeeded" even though the beneficiary has not yet received the funds. The beneficiary should contact their bank directly, quoting the UETR or bank reference number, to trace the funds.
  2. Payment is under sanctions or compliance review.Some payments may be placed on hold by the banking partner for mandatory sanctions screening or compliance review. There is no fixed timeline for such reviews, as they depend on the bank's internal processes. Tazapay will follow up with the banking partner and update you once the review is complete.
  3. Payment was cancelled or failed, but the status has not been updated.Occasionally, a payment may be cancelled or rejected by the banking partner (e.g., during an internal review), but the failure webhook may not have been triggered, causing the transaction to remain in a "Processing" state on Tazapay's dashboard. In such cases, Tazapay will work with the banking partner to trigger the appropriate webhook so the status is updated correctly.
  4. Local payments may take additional time to settle.For local payment rails (e.g., GIRO), status updates can take T+1 to T+2 working days. The beneficiary may receive the funds within the same day depending on their bank, even if the status has not yet updated on Tazapay's end.
  5. Payment was returned.If a payment cannot be credited to the beneficiary (e.g., at the beneficiary's request or due to incorrect details), the funds may be returned to the originating account. Tazapay will notify you of the return reference and value date once confirmed by the banking partner.

What you can do:

  • Ask the beneficiary to check with their bank using the UETR or bank reference number provided in the transaction details.
  • If the payment has been pending beyond the expected settlement window, contact Tazapay Support with the Payout ID, PSP Reference ID, and/or UETR so the team can follow up with the relevant banking partner.
  • If the transaction status on Tazapay's dashboard does not reflect the actual payment outcome (e.g., still showing "Processing" after a cancellation or successful credit), Tazapay Support can request the banking partner to re-trigger the appropriate webhook to update the status.

If you need further assistance, please reach out to Tazapay Support with the relevant transaction references so the team can investigate and provide an update promptly.