Why is my payout stuck in "Processing"?

There are several reasons why a payout may be stuck in "Processing." The most common causes are outlined below:

1. Funds pending with the beneficiary bank: The payment has been sent from our end, but the beneficiary bank may be holding the funds for their internal review before crediting the account. In this case, please ask the beneficiary to contact their bank directly to check the status and request expedited processing.
2. External Request for Information (RFI) received: Our downstream partner or the beneficiary bank may have raised an RFI, requiring additional documentation or information before the payment can be released. If an RFI has been raised, our compliance team will contact you via email with the specific details required. Please respond promptly to avoid further delays. Once the information is reviewed and submitted to our partner, the payment will be processed accordingly.
3. Downstream partner issue: Occasionally, a technical issue at our downstream partner's end may cause delays. Our team will actively work to resolve the issue and process the payout as soon as possible.
4. Webhook or status display issue: In rare cases, the transaction may have been completed successfully but the status displayed in the dashboard has not yet updated due to a webhook-related issue. Our team can verify the actual status on the backend.

What to do if your payout is stuck in "Processing":

1. Tag @TazapaySupport in your support channel and provide the Payout ID (e.g., pot_xxxxxxxxxxxxxxxx).
2. Check your email for any RFI requests from our compliance team and respond as soon as possible.
3. Ask the beneficiary to check with their bank if the funds have been sent from our end but not yet credited.

If you wish to cancel a payout that is stuck in processing, please contact our support team with the Payout ID and the reason for cancellation. Our team will assist you accordingly.