Where is my payment?

In shortLocal and Ortix-to-Ortix payments? We can see those the whole way, just ask. International payments are different: once they leave for the banking network, real-time tracking isn't possible, but we can give you official proof the money was sent.

Two honest answers, depending on the payment.

Local and Ortix-to-Ortix payments: fully visible to us, end to end. Ask, and we'll tell you exactly where it is.

International payments: different story, and we'll be straight about it. Once the payment leaves our systems for the international banking network, it can pass through banks we have no window into. During that stretch, real-time tracking simply isn't possible, for us or anyone. That's a genuine limitation, not something we're hiding, and we'd rather say it plainly than give you a vague "still processing".

What we can do for an international payment:

  • Confirm it left our side correctly, with the details it carried.
  • Get you a proof of payment, or an official bank confirmation (the formal name is an MT103) where it applies. Receiving banks recognize it, and it often helps move things along on their end. An MT103 can carry a charge; the amount shown before you confirm shows it.
  • Ask us to chase it if it's clearly running past the normal 1 to 5 business days.

And when you're reading a payment's status in the app, here's what each word actually means:

Status What it means
Pending Started, still moving. Not done yet.
Completed Arrived. The money is with the recipient.
Rejected Refused before completing, for a specific reason.
Returned It went out, but came back, and it's in your balance again.
Cancelled Stopped before it was processed. Nothing moved.

And for the full story on any single payment, just open it. The details screen holds the complete record: who it moved between, the date, the status, the fee, and for conversions the exact exchange rate that applied.

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