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How to resolve BankConnect payout runs stuck in "Waiting for confirmation"

  • Updated

In this article, you will learn how to handle BankConnect payout runs that are stuck in the "Waiting for confirmation" status, how to interpret the system's warnings, and how to confirm or reopen the payout run yourself.

Contents

Fast lane

  1. Go to Finance / Payout Runs.
  2. Locate the payout run with the "Waiting for confirmation" status.
  3. Open the three-dot menu next to the payout run and select Resolve a status issue.
  4. Select Confirm payout run if the bank successfully processed the run, or Reopen payout run if the response was unclear.
  5. Click Confirm to finish.

What does "Waiting for confirmation" mean?

When you process a payout run via BankConnect, the system sends the data to your bank and waits for a response. Usually, this happens automatically. However, if the bank's response is unclear or not definitive, the system pauses the process to prevent double bookings or lost data.

When this happens, the payout run is placed in the "Waiting for confirmation" status. This means the system needs a human to review the bank's feedback and make a final decision on how to proceed.

Understanding the exclamation mark indicator

When a payout run is stuck in this status, you will notice an exclamation mark indicator next to it. This is your primary troubleshooting tool.

By hovering over or clicking on this exclamation mark, you can view the specific information or error message returned by your bank. Interpreting this message will help you decide whether the bank actually received and processed the payment, or whether the transfer failed and needs to be retried.

How to resolve a payout run in "Waiting for confirmation" status

If a payout run is marked as "Waiting for confirmation", the system did not receive a clear response from the bank. Verify the status manually and choose how to proceed.

Note: This action cannot be undone.

  1. Navigate to Finance / Payout Runs.
  2. Find the relevant payout run.
  3. Click the three-dot menu on the right side of the row and select Resolve a status issue.
  4. A popup window will appear. Check your bank account manually, then select one of the following options:
    • Confirm payout run
      Select this if you have verified (e.g. via your bank account) that the payout run was successfully processed.
      → The payout run will be marked as completed and all payments will be booked.
    • Reopen payout run
      Select this if the bank response failed, timed out, or is unclear.
      → The payout run will be reset, allowing you to review, adjust, and resend it.
  5. Click Confirm to finish the process.

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