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What to do if your Bill Pay payment hasn’t been delivered or applied

Updated over a week ago

If you’ve received a confirmation from Chexy that your Bill Pay payment was sent, but your payee (like a 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.

Why this happens

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.


How long does it usually take?

It often takes 5 or more business days for a payee to apply a Bill Pay payment to your account, especially during high-volume periods.

Good news: In most cases, once the payment is applied, it’ll 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 5 business days and the payment still hasn’t shown up on your account, it’s a good idea to follow up with your payee directly.


How to follow up with your payee

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

  2. Let them know the payment came from Chexy
    Let them know 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

    • ISA Control #: 509670000

    • GS Control #: 509670000

    • ST Control #: 509670164

    • Banking Institution: Dye & Durham

    • Payment Date: [Insert the date your payment was sent, e.g. July 25, 2025]

  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]."


Still no luck?

If they’re 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.

And 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.

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