If Collect & Pay is unable to allocate an incoming payment to a Collect & Pay account of a specific client, Collect & Pay automatically marks such payment as unallocated and places it into its unallocated funds account. If the beneficiary of an unallocated payment is not discovered amongst the Collect & Pay clients within a reasonable time, the payment is sent back to the original sender.

If you are expecting an incoming external payment, which was not credited to your Collect & Pay account within 3 days from sending, kindly submit a Missing Credit report as follows:

  1. Log into your Collect & Pay account.
  2. Click “Payments” from the left menu.
  3. Select “Missing Credits” from the submenu.
  4. Fill out the information in the Missing Credits form and provide Collect & Pay with a document confirming the payment was sent.

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