Track your payment

Waiting for a payment to hit your account? We know the feeling. The good news is that with our Payment Tracker, you don't have to guess where your money is. We’ve designed it to give you full visibility every step of the way.

How do I check my payment status? You can see exactly what's happening with your funds right from your home screen. Here is the flow you will see on the tracker:

• Step 1: Payment is being validated. (We’re checking the details to keep things secure).
• Step 2: Payment is being transferred. (Money is on the move!)
• Step 3: Payment completed! 🎉 (It’s arrived safely).

How long does it take for money to arrive? We move fast, but banking systems have their own pace.

• The Timeline: Payments are processed and sent to your Ontop Wallet within a maximum of 3 business days.
• Heads Up: This timeline excludes weekends and holidays. Often, it arrives even sooner depending on your specific bank!

What should I do if my payment is delayed? If it's been more than 3 business days and you still don't see your funds, don't panic. Here is what to do:

1. Check the Payment Tracker: Confirm the current status on the app to see if it’s stuck on a specific step.
2. Touch base with your client: Reach out to the company you provide services to. Sometimes the delay happens before the funds even reach us, so keeping that conversation open is key to solving it quickly.

How can I update my bank account details? Need to switch where the money goes? You can update your bank account in the app, but there is one rule: The payment cannot be in the final processing stages (Steps 1 or 2) yet.

If the payment hasn't started processing, follow these steps:

• Go to the Wallet section.
• Select "Send Money."
• Choose the account you want to change and tap "View Info" to update details.
• Alternatively: You can select "Transfer to a new personal account" within the "Send Money" menu to add a completely fresh account.

We hope this helps you track your funds with peace of mind! If you’ve checked everything above and still need a hand, just shout—our support team is ready to help.