I sent a payment but my invoice is still pending
Your payment may not be marked as paid for a number of reasons. Before reading further, ensure that you have actually sent an e-transfer from your online banking portal. In some cases, the e-transfer may fail to send for issues on the customer bank's side.
Assuming your payment has verifiably left your bank account and your invoice is still not reflected as Paid continue reading below.
Common e-Transfer Issues
Bloc Pay only accepts payments via e-transfer request. If you e-transfer the money to Bloc Pay without using the e-transfer request that was generated for you, the system will not recognise your payment. In this case, please open a ticket with a Bloc Pay customer support representative to either have the money returned to you or to update your payment as paid.
Ensure that your payment was sent correctly. Upon a successful e-transfer, you will receive the Interac confirmation email seen below.
If you did not receive this email, you likely did not send the e-transfer correctly.
I sent the e-Transfer correctly but it is still not reflected
You have verified that you sent your payment correctly and it is still not reflected by your invoice. This may happen for a number of reasons mostly out of Bloc Pay's control. Certain banks may purposely delay eTransfer payments that consequently delay our ability to confirm payment receipt. In such instances, we advise you do the following:
- Refresh: You can force invoices to refresh by reopening them. This can be done by going into the Smiles app and opening the load attempt that would say "Incomplete". You can also find your Aegis invoice email and re-open the invoice that way. By re-opening the invoice, you force the invoice to refresh and update the status of your payment.
Find the email like this and re-click "Pay Invoice" to re-open and force the invoice to update.
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