If you've received a confirmation from Chexy that your Bill Pay payment was sent, but your payee (like a landlord, utility company, or municipality) hasn't applied the funds to your account yet, don't worry -- this is usually just a delay in their internal processing.

Once a Bill Pay payment is sent, it travels through Canada's banking network to your payee. While we can confirm the payment was successfully transmitted, we lose visibility once it reaches the recipient's side. At that point, it's up to the payee to process and apply the funds.

In almost all cases, the payment has been received, but it can take time -- especially with larger institutions -- for it to be matched to your account.

Processing times vary depending on the payee. Some may apply the payment on the same day, while others may take 2-3 weeks, especially during high-volume periods or if they have slower internal systems.

Good news: In most cases, once the payment is applied, it will be backdated and credited as of the date it was originally sent -- not the day it was processed. So even if it takes a while, you typically won't be penalized for the delay.

If it's been longer than 2-3 weeks and the payment still hasn't shown up on your account, follow up with your payee directly.

1. Contact your payee. Ask to speak with someone in their accounting or payments department.

2. Let them know the payment came from Chexy. Explain that the payment was sent through Canada's banking network by Dye & Durham on behalf of Chexy.

3. Share these Chexy payment details. Ask them to search their system using the following tracking codes:

Chexy Banking / EDI Tracking Info

4. Suggested message to send or say:

"Can you please check your internal payment system using these EDI control numbers? ISA Control #509670000, GS Control #509670000, ST Control #509670164. This payment was sent through Chexy via Dye & Durham on [insert date]."

If you need to confirm which account number was used for a Bill Pay payment (not PAD or e-Transfer), there are two ways to find it:

For recurring payments:

Go to the home page and click on the Bill Pay transaction. On the transaction details screen, look for the "Bill Pay Details" section to view the account number and payee information.

For one-time or past recurring payments:

Click on the specific transaction, and the details will include the account number used for that payment.

If your payee is still unable to locate the payment after searching with the EDI numbers, give it a bit more time or try escalating the request within their payments or accounting team.

If you've already done that or just want help navigating the process, reach out to our team and we'll do our best to support you.