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VPA Connect

The seller says they've paid by bank transfer but the campaign still shows Pending

Updated 2 min read

VPA Connect doesn't currently show you a bank transfer that is on its way, or one that has only partly arrived. The campaign stays Pending with Payments received at $0.00 until the full amount arrives. Then it changes to Paid and the payment appears under Payment receipts.

The top of a campaign whose seller has paid part of a bank transfer. Marker 1 is on the status, still Pending, and marker 2 on Payments received, still $0.00.
Open full size: The top of a campaign whose seller has paid part of a bank transfer. Marker 1 is on the status, still Pending, and marker 2 on Payments received, still $0.00. (opens in a new tab)

In this example the seller has chosen bank transfer and $2,000 of $4,785 has arrived, but the page still shows Pending (marker 1) and $0.00 received (marker 2). The seller sees more than you do: their payment page shows Waiting for your bank transfer and the amount still to pay.

What to do

  1. Give it time. A bank transfer usually takes 1 to 3 business days to arrive.
  2. Ask the seller to open their payment page (the link in their email). It shows how much has arrived and how much is still to pay, and the bank details and payment reference to use.
  3. Check the reference. The seller must include the reference exactly as shown. A transfer with a missing or wrong reference can take longer to match, or not match at all.
  4. If they paid less than the total, they transfer the rest using the same details and reference. The campaign becomes Paid only when the full amount has arrived.
  5. Still not showing after 3 business days? Raise it through the help form (see Getting help) with the property address, the amount, the date the seller paid and the reference they used.

Don't change the campaign meanwhile

VPA Connect still lets you edit a Pending campaign while a transfer is on its way. Avoid it: if the total changes, the seller's transfer no longer matches the proposal. If a change can't wait, talk to the seller first.

Why did I get a reminder email?

If the money hasn't arrived, VPA Connect reminds the seller on days 1, 2 and 3 after they chose bank transfer. If it still hasn't arrived after the third reminder, the listing agent is emailed once so you can follow it up with the seller.

Good to know

  • Sellers are emailed a receipt when their transfer arrives, with the subject "VPA Connect: Payment received". You can confirm it yourself: the campaign shows Paid.
  • Older campaigns may show Awaiting transfer instead of Pending while a transfer is on its way. It means the same thing.