A payment has not arrived in my bank account

  1. Open the invoice page and check from the Payments section if the transaction receipt is available. You can print the receipt using the transaction receipt button on the payment row (see the image below).

  2. Find the PSP reference from the receipt.

  3. Go to the Provet Pay management page. You can open the management page from Settings > Integrations > Provet Pay > Open management page or from Reports > Financial > Provet Pay Report.

  4. On the management page, go to Reports > Payments, select Filters and search by PSP reference.

  5. In the Paid out column, you can see if the transaction has been paid out or not. To view the details of the transaction, select the button with three dots at the end of the payment row, and then click the link in the Payout PSP reference field to view the payout batch and date.

transaction_receipt.jpg

If the payment has not arrived by 5th banking day, contact Provet Cloud support and provide them with the following information:

  • Your Cloud ID

  • Invoice ID: You can find the ID from the URL of the invoice page:

    invoiceID.jpg

  • Payment amount and date

  • PSP reference from the receipt (see above)

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