For: Anyone using Prommt to send and manage payment requests.
Where to see payment statuses
Every payment request you send has a status that updates as it moves through its lifecycle. You'll see statuses in two places:
View Payments — the status column in the main list
Payment detail screen — open any request to see the full status alongside delivery, gateway, and payment method details
The full status list
Sent
The payment request has been successfully delivered to the customer on at least one channel. The link is active and the customer can complete payment.
What to do: Nothing yet — wait for payment. If the customer hasn't paid and the deadline is approaching, use Reminders or resend the request manually.
Partially Sent
The request was sent on two channels (email and SMS) but delivery failed on one of them. The customer may still have received it on the successful channel.
What to do: Open the request to see which channel failed, check the contact details are correct, and resend on the failed channel. See Troubleshooting: Partially Sent payment request status for full steps.
Paid
The customer has completed payment and the transaction has been confirmed by your payment gateway.
What to do: Nothing further needed on the payment request itself. The funds will settle through your gateway on your normal schedule. If your account is integrated with a back-office system, check the payment has posted correctly — see After payment: posting to your back-office system.
Paid Externally
A user on your account has manually marked this request as paid, indicating the customer settled by another method outside of Prommt (cash, bank transfer, or another payment system). No transaction was processed through Prommt.
What to do: Nothing — this is an informational status. If it was marked in error, it can't be undone. Contact Prommt Support if you need the record corrected for reconciliation purposes.
Failed
The customer attempted payment but the transaction was not completed. This can mean the customer's card was declined, the 3D Secure authentication step wasn't completed, or another error occurred at checkout.
What to do: Open the payment request and check the Payment Gateway Response field — this tells you why the attempt failed. See Troubleshooting: individual card declines and payment failures for how to interpret specific responses.
The payment link is still active after a failure — the customer can try again. If you want to resend the notification, use the Resend option from the ... menu.
Expired
The payment link has passed its expiry date and can no longer be used. The customer will see an error if they try to open it.
What to do: If payment is still needed, send a new payment request. You can't reinstate or extend an expired link. To adjust default expiry periods for future requests, go to Settings → General → Checkout.
Cancelled
The request was manually cancelled by a user on your account. The link is immediately invalidated.
What to do: If you need to collect payment, send a new request. See How to send a payment request. If it was cancelled in error, it can't be reinstated.
Refunded
The payment has been fully refunded to the customer. The original transaction was processed through Prommt and a full refund instruction has been sent to your payment gateway.
What to do: Nothing further needed. The customer will receive the funds within the standard processing time for their bank — typically 3–5 working days for card payments. See Troubleshooting: refund errors and failed refunds if the refund isn't appearing as expected.
Partially Refunded
A partial refund has been issued on this payment — some funds have been returned but not the full amount. The payment record shows the original amount, the amount refunded, and the remaining balance.
What to do: If further refunds are needed, additional partial refunds can be issued up to the original payment amount. See How to issue a refund.
Troubleshooting: status looks wrong
"The customer says they've paid but it still shows as Sent or Failed"
There are two common causes:
A short processing delay. Prommt updates payment statuses in real time, but on rare occasions there can be a brief lag between a completed payment and the status refreshing. Wait two to three minutes and reload View Payments before taking any action.
The payment genuinely didn't go through. The customer may believe they paid but the transaction wasn't completed — this happens when a 3DS authentication step is abandoned, or when the customer closed the browser before the confirmation screen appeared. Check the Payment Gateway Response on the request. If there's a failure reason recorded, the payment did not succeed. Do not mark the request as Paid Externally or send a duplicate request until you've confirmed the outcome — contact Prommt Support with the payment reference if you're unsure.
"A payment shows as Paid but we haven't received the funds"
A Paid status in Prommt confirms the transaction was authorised and accepted by your payment gateway. It does not mean the funds have landed in your bank account — settlement runs on a separate schedule determined by your gateway and banking arrangements, typically 1–3 working days.
If settlement is overdue beyond your normal window, check your payment gateway portal directly. If the gateway shows the transaction as settled but the funds still haven't arrived, contact your bank. If the gateway doesn't show the transaction at all, contact Prommt Support with the Transaction ID.
"The status is showing as Failed but the customer's bank is showing a charge"
This can happen when a transaction is authorised by the customer's bank but subsequently declined or timed out at the gateway before a final confirmation was received. The bank may show a temporary hold rather than a completed charge.
Do not issue a refund or send a new request immediately. Bank holds of this type typically release automatically within 3–7 working days. Ask the customer to check with their bank whether the amount is a confirmed debit or a pending hold. If it's a confirmed debit and Prommt shows Failed, contact Prommt Support with the Transaction ID urgently — include the Payment Gateway Response text.
"A payment link shows as Expired but the customer is telling me they paid"
If the link expired before the customer completed payment, the transaction won't have gone through. However, if the customer is showing a bank confirmation or receipt, check View Payments carefully — the payment may have completed on a separate request. Search by customer name, email address, or the payment amount.
If no matching paid record exists, the customer may have a bank hold rather than a completed charge — see the point above.
"I can see a Paid status but it doesn't appear in my back-office system"
The Paid status in Prommt confirms the transaction at the gateway level. Whether it appears in your back-office or accounting system depends on how your account is set up:
With a PMS integration (e.g. OPERA Cloud): check the integration log and confirm the payment reference on the Prommt request matches the corresponding record in your system. See After payment: posting to your back-office system.
Without a PMS integration: payments need to be posted manually. The gateway reference and custom field values on the payment record are the key data points for matching.