1
Step 1 of 4
Understand how payment works
- 1NectorPay doesn't send the money. The business exports a bank file and submits it to their own bank. The actual transfer is done by their bank, so timing depends on the business's process and bank processing times
2
Step 2 of 4
Check status in the app
- 1Business: In Pay runs (or Payments), open the run and see if it's 'Completed' or 'Submitted'. Contractors' invoice status may update to 'Paid' after the business marks the run complete
- 2Contractors: In 'My invoices', check if the invoice shows 'Paid'. If it's still 'Approved', the business may not have run the payment yet or the bank transfer may be in progress
3
Step 3 of 4
Allow time for bank processing
- 1After the business submits the file to their bank, it can take a few days (or more for international payments) for the money to reach your account
- 2If the status is 'Paid' in NectorPay but the money isn't in your account yet, wait a few business days or check with your bank
4
Step 4 of 4
Who to contact
- 1Contractors: For timing and payment questions, contact the company that pays you (your hiring manager or their finance team). They control when the file is submitted to the bank
- 2Business users: If you've completed the run and contractors still don't see 'Paid', ensure you've marked the run as completed. For bank or file issues, contact your bank or [email protected]