Pending Payments - FAQ
So, your payment reflected on your Payoneer Account, but you notice it has yet to be approved, what should you do? Not to worry! We are here to provide you with some insight as to why your payment is pending and how to proceed
Why are payments stopped for a review?
Here at Payoneer, our payment approval team is regularly reviewing accounts so that we can assure that we as a company comply to the different regulations and laws that we're required to follow. This is the general reason when payments go into review.
Payments from affiliated companies
Payments received from any of our affiliated companies are generally reflected within the same day, depending on the loading option you selected. Sometimes, more information such as a government issued photo ID or a questionnaire pertaining to your line of business will be requested. In most cases, our team approves the payment once the requested information is provided given it is sufficient and fulfill the verification requirements. **It is best to upload any requested verification right away to avoid any delays in processing. **
Payments via the Global Payment Service or Payment Requests
If you received a payment from a company via the Global Payment Service, credit card or E-check payments, the process is very similar but sometimes these verifications can take a little bit longer. The reason being is that we are not familiar with the paying merchants or your clients, so it requires an extra step to ensure all types of payments are within our Terms of Service. Credit card payments may also involve requesting for more information from the client specifically. When this happens, it is important to stay on top of it and make sure that your client received the email and will provide the necessary information! Sometimes we will need for you to fill a questionnaire that answers a set of question regarding the nature of the payment. It is also best to answer this in as much detail as possible as well as to provide any necessary links you feel will aid us in understanding your line of business.
Making sure to check updates via email
In all cases, please stay updated on the status of your payment. It is important to ensure that you do not miss any emails from our support team if more information was indeed requested to proceed in reviewing the payment. You can check both your verification center and your emails as it will be notified in both cases.
General processing time and support team
It is also important to note that payment approvals can take on average 3-5 business days, not including the weekend. So if you received a payment on the weekend, the first day that counts as a review is the following business day. Our support team is always here to guide you and if you feel that you have waited too long without receiving an update, you are more than welcome to contact us and we will be happy to follow up on your case.
Further links for more information
We advise you to check out our blog that explains how to check the status of your payment as well as what to do if your payment is pending: https://payoneer.custhelp.com/app/answers/detail/a_id/33925/kw/pending
We also advise you to check out the following blog on how to ensure you are fulfilling the verification requirements: https://blog.payoneer.com/outsourcing/registration-identity-verification
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