How do I review payment details and payment status?
From your dashboard, go to the Payer Support page, select your search option, enter the required information and click Submit.
The Payments Found table displays a summary of all prior and future-dated payments associated with the payer account. To view more details about a specific payment, click the Reference Number.
More details about the payment will be displayed.
Payment Status
The status of a payment indicates where exactly the card or ACH payment is in the processing cycle.
Card Payment Status
| Status | Description |
| Scheduled | The payment is scheduled for processing at a date in the future as either a single, future-dated payment, or part of a recurring payment plan. Since the payment has not actually begun processing, the Payer or a CSR can cancel it before authorization without any funds being held or transferred. |
| Pending | The payment has been authorized successfully and will settle at the end of the day. Settlement/cutoff times vary by bank. |
| Processed | A payment becomes Processed after it is included in the outgoing batch with the rest of the day’s card payments at the settlement/cutoff time. |
| Processed** | Red asterisks indicate that the payment was either partially or fully refunded/reversed. This is a final status. |
| Failed | The card payment authorization was declined for a variety of possible reasons, such as insufficient funds/line of credit; the account closed; an invalid account number, and other reasons. This is a final status. |
| Cancelled** | A scheduled payment that was cancelled prior to authorization. This is a final status. |
ACH Payment Status
| Status | Description |
| Pending | The payment has been initiated, and, unless voided, will be included in the outgoing batch with the rest of the day’s ACH payments at the cutoff time. Cutoff times vary by bank. |
| Pending** | The payment was initiated, but then cancelled or voided before the cutoff time. Once the cutoff time passes, status will change to Cancelled**. |
| Processed | The payment has completed processing, and no further actions can be taken. |
| Failed | The payment did not successfully complete. An ACH payment may be returned for a period of up to two months for a variety of possible reasons, such as insufficient funds; the account closed; invalid account number; a dispute; or other reasons. If a return record is received, the status changes to Failed. This is a final status. |
| Cancelled** | A scheduled payment that was cancelled prior to initiation or cutoff. This is a final status. |