Sent a payment, and it's still pending, or the recipient says they haven't been paid? Check the usual timing first, then look at the status in Activity. See How long do payments take?
A payment can show as completed in Calen once we've sent it, while the recipient's bank or wallet still needs a little time to credit them. That's especially true for ACH, and for payouts sent late in the day, at a weekend, or on a public holiday.
Here's what to check
Open the payment in Activity and look at the status and reference.
Check whether you were converting first, then sending. Those are two steps.
See whether we asked for any extra check, especially on a larger payment.
On a business account, check whether the payment is waiting for a teammate to approve it.
If the payment is still pending and you see a cancel option in Activity, you can cancel it there.
If the usual time has passed, or the status says it failed, get in touch. Open in-app chat or email support@calen.finance with the transaction reference, amount, currency, destination, and when you sent it. If the recipient has a reference from their bank, include that too.
Good to know: Approvals and extra checks can make a payment sit for a little longer. That's normal on larger transfers.
Quick tip: Send the reference from Activity when you write to us. It speeds things up.
What's next: See How long do payments take?, I entered the wrong details, and Large payments and extra checks.