You can monitor the delivery status of a payment in your account's Payments section. Payments will show as scheduled, in progress, or completed. Payments that show as "completed" have been successfully delivered to your recipient. Payments with a "Scheduled" status have not been sent out yet.
If your recipient indicates that they have not received your payment by the delivery date and your payment still shows as "In Progress", please reach out to our support team via our website's live chat or email plastiq-service@plastiq.com. In the sections below, we'll discuss the means by which you can locate a late or missing payment.
Note- late or delayed payments with the Plastiq Payment Guarantee will be eligible for reimbursement of any late fees accrued between the quoted delivery date and the actual delivery of your payment.
Check Delivery
Standard checks issued for recipients within the United States will be delivered by USPS. For Canadian recipients, all cheque deliveries are carried out by Canada Post. A standard check delivery does not come with tracking. Our delivery timeframe is 8 business days for standard check payments.
In the event that a check payment is delayed in transit or missing, please follow these steps:
- Check the payment status in the Payments section. Confirm that this payment still shows as "In Progress". If your payment shows as "Complete", please reach out to our support team for assistance in obtaining proof of deposit (i.e. check images that confirm the deposit).
- Confirm with your recipient that the payment details and delivery address you provided us for this payment were correct.
- Your check could be delayed in transit to your recipient and need another business day or two for delivery. We recommend allowing a 3 business day buffer period to let your funds reach the recipient. If you are assessed late fees due to delayed delivery of your payment, please alert our support team.
- If your payment still hasn't arrived after allowing an additional three business days, please contact our support team for further assistance.
ACH Transfer
We can deliver funds to recipients within the United States via ACH transfer. These payments are sent electronically and reach the recipient in three business days.
In the event that an ACH payment is delayed or missing, please follow these steps:
- Check the payment status in the Payments section. Does your payment show as "In Progress"? Payments that are still in progress are in transit to your recipient.
- If your payment is "Complete," please allow your recipient three business days to finish processing the incoming funds. They have received the payment and will post the payment to your account within that timeframe.
- If your payment has yet to post with your recipient after this crediting period, please reach out to our support team for further assistance.
Wires
Plastiq can also send funds via domestic (U.S.) and international wire transfers.
- Domestic wire payments are sent on the next business day.
- International wire payments will be sent on the next business day. Crediting timelines can vary depending on your recipient's country and bank, but most international wire payments will take 2 to 4 business days. International payments using currency conversion will be sent on the same business day.
- Wires can be sent out on the same day the payment is submitted by request. For a same-day wire, you must contact our team before 12 PM PST / 3 PM EST.
In the event that a wire payment is delayed or missing, please follow these steps:
- Check the payment status in the Payments section. Does your payment show as "In Progress"? Payments that are still in progress are in transit to your recipient.
- If your recipient reports that they still don't see the funds in their account, please reach out to our support team. We'll provide you with a wire reference number for your payment.
- Give this information to your recipient so they can locate the funds at their receiving bank.