When a payment is marked as pending it means that the payment process still needs to be completed. In most cases, this simply means that you need to wait for this to happen, but in some cases you may need to take action.

As a merchant, for the most part, it's likely that you'll leave pending payments to run their course naturally. For cash flow purposes, you may find it helpful to familiarise yourself with your payment processor’s guidelines on how long it takes to process transactions. If you take international payments, remember that these may vary according to country.

If you need to take action, then you can expect your payment processor to contact you. Usually, this will be by email. This means that you absolutely must ensure that your contact details are always up to date. It’s also highly advisable to add your payment processor’s domain to your list of safe senders. This will minimise the risk of an important email being sent to spam.

There are a number of reasons that a payment could be pending in Billsby. We batch our invoices together, so transactions are sent over to the gateway to process at 5-minute intervals. This means that if you process a payment at 7:11pm, your invoice will be on Pending until we send out the request and get a response from the gateway, which could be at 7.15pm.

If you have an invoice that has been pending for longer than this, this is likely due to a the payment still being pending with your payment gateway. You'll need to contact your payment gateway and check with them for more information on this payment status, as we won't be able to get this information for you. .

Unfortunately, once a request has been made by Billsby, to the payment gateway to make a payment, we can't retract that payment request. You may be able to cancel this payment by contacting your payment gateway directly.