If you add a new recipient and create a payment to them for the first time, your payment will undergo a review by our Compliance team and the status will be shown as ‘Pending' on the Dashboard.
After your payment has been verified (this process usually takes around 1 business day*), the payment status will be updated to 'Scheduled' and processed accordingly.
If we are unable to verify your payment details, we will reach out to your directly via email to request for clarification or additional supporting documents. Your payment will remain in ‘Pending' until you have responded to this request.
Additional Details Required not provided before the Payment Charge Date
In the event you fail to respond to our request for clarification or additional supporting documents before the Payment Charged Date**, your payment will continue to remain in ‘Pending' status.
We will still accept additional supporting document submissions after the Payment Charge Date, however, your payment now reaches the recipient T+3 business days after your payment has been approved i.e. the day which your payment is updated from ‘Pending’ to ‘Scheduled’.
When additional supporting documents are not provided and the Payment Due Date has passed, the payment will be cancelled.
Note: It is the full responsibility of the CardUp User to provide any requested additional supporting documents before the Payment Charge Date.
*Payments scheduled before 6 pm are followed up for additional documents within the same day. Payments scheduled after 6 pm are followed up for additional documents the following business day
**Payment Charge Date is 3 business days before your Payment Due Date
***Payment Due Date is the date on which your payment will reach the recipient