Why Isn’t My Payment Showing Up?

If you’ve recently made a payment and don’t see it reflected in your account or invoice status, there are several common reasons this might happen. Below is a detailed guide to help you understand potential causes and next steps.

1. Payment Processing Time

Payments made via credit card, bank transfer, or other electronic methods may take 24–72 hours to process, depending on your financial institution and the payment gateway.

Tip: Check the timestamp of your payment confirmation email and allow at least one business day before expecting the update.

2. Incorrect or Missing Reference Information

If your payment was made via wire transfer or ACH, ensure that you included the correct invoice number or account reference. Missing or incorrect details can delay reconciliation.

Action: Verify your payment receipt and confirm that the reference matches your invoice.

3. Payment Applied to a Different Account

Sometimes payments are applied to a parent account or a different facility under your organization.

Action: Contact support with your transaction ID, invoice number, and payment amount so we can trace and reassign it if necessary.

4. System Sync Delays

Our platform updates payment status after syncing with the payment processor. During high-volume periods (e.g., membership renewals or audit season), this may take longer than usual.

Tip: If you see a delay beyond 72 hours, reach out to the Helpdesk for assistance.

5. Payment Was Declined or Failed

Even if you attempted payment, it may not have cleared due to insufficient funds, card restrictions, or bank security checks.

Action: Check with your bank or card provider and confirm the transaction status.

What Should You Do Next?

If your payment still isn’t showing after following the steps above:

Contact helpdesk@responsiblebusiness.org with:

• Invoice number
• Payment method
• Transaction ID
• Date and amount of payment

Our team will investigate and confirm the status promptly.

Preventing Future Issues

• Always include the correct invoice reference in your payment.
• Use the recommended payment methods listed on your invoice.
• Keep a copy of your payment confirmation for quick resolution.

Finance and Assessment Support Contacts

For any finance-related inquiries, please use the appropriate email address to ensure your request is routed correctly:

AssessmentsFinanceQueries@responsiblebusiness.org 
For questions about invoicing and payments related to RBA assessments.

Receivables@responsiblebusiness.org 
For inquiries regarding RBA receivables.

AP@responsiblebusiness.org 
For matters related to RBA accounts payable.