Tracking a payment
My payment is under review. What happens next?
Understand payment review and how to respond to a request for information.
THE SHORT ANSWER
A review means additional checks are needed before the payment can progress. It is not confirmation that the payment failed or that it is ready to spend.
- Applies to
- Customers with an incoming payment or payout showing a review status.
Updated
In this guide
Why a payment can be reviewed
Checks can relate to the payer, destination, payment purpose, route or supporting information. Account approval does not remove transaction-level checks.
What you should do
- Read any request associated with the payment.
- Provide complete and accurate information through the instructed secure route.
- Keep the sender’s confirmation and the payment reference.
- Contact support if the request is unclear or you cannot access it.
Do not split a payment, change the stated purpose or use another person’s account to avoid review.
How long does review take?
There is no universal deadline. Published rail timings do not include every possible information request or compliance check. Support can clarify what is outstanding but cannot guarantee a release time or bypass required checks.
What happens after review
Depending on the outcome, a payment can proceed, require further information, be rejected or be returned through the relevant process. Only treat money as available when the workspace confirms the applicable availability state.
Something unclear? Suggest a correction or ask a question.
Tell us what’s happening. We’ll help you find the next step.
Contact Ostro support