Overview
A failed payment means the funds were not successfully delivered to the recipient. Failures can happen for several reasons, from incorrect recipient details to a compliance hold. In most cases, you can identify the reason directly from the payment details and take action yourself.
Jump to
- How to check why a payment failed
- Common failure reasons
- Frequently Asked Questions
- Contact our Support Team
How to check why a payment failed
- Log in to your Reap dashboard at dashboard.reap.global.
- In the left sidebar, go to Reap Pay, then click Payments.
- Find the payment with a Failed status.
- Click the transaction or the recipient name to open the payment details panel on the right.
- Under Payment information, review the failure reason shown.
- Use the Common failure reasons table below to find the right next step for your situation.
- If no reason is shown or you are unsure, contact us via Live Chat while signed in to your account.
Common failure reasons
| Failure reason | What it means | What to do |
| Invalid account details | The recipient information is incorrect | Recreate the recipient with the correct details and try again |
| SWIFT country mismatch | The SWIFT or BIC code does not match the recipient's country | Verify the country and bank details, then recreate the recipient if needed |
| Recipient bank rejected the transfer | The receiving bank did not accept the payment | Confirm the details with the recipient and ask their bank for more information |
| Insufficient funds | Your account did not have enough balance | Top up your payment balance and resubmit |
| Compliance hold | The payment could not be cleared during review | Check your email inbox for any Request for Information (RFI) from the Reap Compliance Team and respond accordingly. If you have not received an email, or if you replied but have not heard back, contact support for next steps |
| System error | A technical issue interrupted processing | Wait a few minutes, try again, and contact support if the issue continues |
Frequently Asked Questions
Are my funds returned if a payment fails?
In most cases, yes. How quickly they are returned depends on how far the payment progressed before failing. In some cases, you may receive an email from our support team with options to retry or cancel the payment — check your email inbox for any communication from Reap. If you have not received an email and the funds have not been returned after a reasonable time, contact support with your Payment ID.
What does "SWIFT country mismatch" mean?
It means the SWIFT or BIC code entered for the recipient does not match the country recorded in the system. Update the recipient details with the correct information and try again.
I saw a timeout error while submitting a payment. Did it go through?
Check your payment history before trying again. If the payment appears there, do not resubmit - you may end up with a duplicate. Contact support if you are unsure.
My payment shows as failed but the recipient says the funds arrived. What should I do?
Contact support with your Payment ID so we can confirm the exact status on our end.
Contact our Support Team
If you have questions or need assistance, contact our support team via the Live Chat in the Reap Dashboard (bottom right corner) or email us at hello@reap.global
For more information, visit Know who to talk to at Reap.