My Payee Says They Received the Payment, but Chexy Shows "Pending"
This is normal. Chexy updates payment status based on settlement confirmation and banking network processing cycles. Your payee may receive the funds before our system updates the status to Completed.
What You Should Know
If your payee confirms receipt, no action is required
Status updates can take 24–48 hours to reflect in your dashboard
Payment delivery and status updates do not always occur at the exact same time.
If the payment remains in Pending status beyond 48 hours, please contact support for review.
My Payee Withdrew Directly From My Bank Instead of Chexy
If you initiated a Chexy payment but your payee did not update their PAD information to your Chexy void cheque, your payee may withdraw directly from your bank account instead. In this case, Chexy may still be holding the funds you submitted.
Why Does This Happen?
Chexy does not initiate PAD withdrawals. Your payee must update your banking details to Chexy before submitting their withdrawal request. If they continue using your original bank details, the payment will bypass Chexy.
What Are My Options?
If the funds remain unused in your Chexy account, you have three options:
Option A — Refund to Card
We can refund the payment back to your card. Please note: fees are non-refundable when refunding back to your card.
Option B — Match to a New PAD
If your payee submits a new withdrawal request using Chexy's banking details, we can match it to your existing funds.
Option C — Refund as Chexy Credit
We can issue a full refund — including fees — as Chexy credit. This credit can be used toward future Chexy payments.
Important
Always confirm that your payee has updated your PAD details to your Chexy void cheque before expecting withdrawals through Chexy. If they have not updated their records, the withdrawal will not route through Chexy.