--- title: "Why a payment isn't showing yet" description: "The common reasons a payment looks missing—first-time bank delays, a screenshot that isn't a transfer, a direct debit still processing, or money applied to another invoice—and what to do." lastModified: "2026-06-13" lang: "en" wordCount: 871 url: https://qualyhq.com/training/reports/why-a-payment-isnt-showing --- ## Site navigation - [For schools](/international-education/for-schools.md) — For international education schools - [For agents](/international-education/for-education-agents.md) — For international education agents - [Explore](/training.md) — Watch videos on how to use Qualy - [About](/about.md) — Learn about Qualy's mission and values - [Pricing](/pricing) - [5-min demo](/demo.md) - [Login](https://dashboard.qualyhq.com) # Why a payment isn't showing yet > A student says they paid, but you can't see it. Here's what's usually going on. ## At a glance - **Intended for:** Everyone - **Available in:** All plans - **Reading time:** 4 minutes - **Last updated:** 31st May 2026 ## Quick summary Most 'I paid but it's not showing' cases are one of four things: a first-time bank transfer or PayID can take a few hours (up to a day) to arrive; the customer only clicked 'I've paid' but didn't actually send the transfer; a declined card became a direct debit that's still processing; or the money arrived and was applied to an older overdue instalment. Check the customer's Transactions and the payment's activity before worrying. ## Overview "My student paid but I can't see it" is the most common worry—and it's almost always one of a few harmless explanations. Work through these before raising the alarm. ## 1. It's a first-time bank transfer or PayID (just wait a little) The very first time a customer pays into a new account by **bank transfer** or **PayID**, their bank can take a few hours to actually move the money—usually **1 to 5 hours, occasionally up to 24**. If they paid minutes ago, it's most likely just in transit. ## 2. The "I've paid" screen isn't proof the money was sent When a customer reaches a confirmation screen or taps **"I've made the transfer,"** that only means they got to that step—**not** that their bank actually sent the funds. A screenshot of a confirmation page is **not** proof of payment. If the money hasn't arrived, ask the customer for the real **transfer receipt** from their banking app showing the funds left their account. ## 3. A declined card became a direct debit (still processing) If a customer's **card was declined**, they often switch to a **direct debit**. A direct debit debits the account and then takes a **few days to clear and pay out**—so it can look like money is moving while it isn't yet "received." ## 4. The money landed on an older instalment Qualy applies an incoming payment to the customer's **oldest overdue instalment first**. So if there was an earlier overdue payment, that's where the money went—the amount isn't lost, it's just on a different instalment. To move a payment to a specific invoice, contact Qualy—we'll re-allocate it. The self-serve option only offers the next unpaid instalment. ## How to check what actually happened Open the customer and look at: - **Transactions** — each charge/transfer and its status (processing, succeeded, failed) - **Notes & activities** — the timeline records every step (charged, paid, allocated), so you can see exactly where the money is If a first-time transfer still hasn't arrived after 24 hours and the customer has a genuine bank receipt, contact Qualy so we can trace it with the payment provider. ## Frequently asked questions ### A customer says they paid but I don't see it—what's the first thing to check? How they paid and when. A first-time bank transfer or PayID to a new account can take a few hours—usually 1 to 5, occasionally up to 24—to arrive. If it was only minutes ago by bank transfer, it's very likely just on its way. ### The customer sent me a screenshot saying they paid. Doesn't that mean it's done? Not necessarily. A confirmation screen (or a 'I've made the transfer' tap) means the customer reached that step—not that their bank actually sent the money. Qualy can see money has left an account but not which account it went to. If it hasn't arrived, ask the customer for the actual transfer receipt from their bank. ### Why does it look like money is leaving but I haven't received it? Often the customer's card was declined and they switched to a direct debit. A direct debit debits the account and then takes a few days to clear and pay out—so during that window it looks like money is moving but it isn't 'received' yet. ### The customer paid, but a different (older) instalment got marked paid instead of the one I expected. Why? Qualy applies an incoming payment to the customer's oldest overdue instalment first. So if there was an earlier overdue payment, the money goes there. The amount isn't lost—it's just on a different instalment. ### Can I move a payment to a different instalment/invoice? The self-serve option offers the next unpaid instalment. To move a payment to a specific other invoice, contact Qualy and we'll re-allocate it for you. ### How long should I wait before treating a bank transfer as genuinely missing? Give it up to 24 hours for a first-time transfer. If it still hasn't arrived after that and the customer has a real bank receipt showing the funds left, contact Qualy so we can trace it with the payment provider. ### Where do I look to see what actually happened? Open the customer and check Transactions and the payment's Notes & activities timeline—each step (charged, processing, paid, allocated) is recorded there, so you can see exactly where the money is. ## Prefer doing this via the Qualy API? Head over to our developer docs for everything you need—endpoints, examples, and simple how-tos. 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