If you have not received a Virtual Account transaction paid by your end-customer, or it is completed but not reflected on your dashboard, this transaction may be experiencing technical problems.

In this case, there are three possibilities:

1. Notifications or callbacks are not sent by our bank partners

Sometimes, our bank partner may have a network error that causing delay or no notifications/callback sent. In this circumstances, it requires our Customer Support to check further on the transaction to confirm whether we received the payment or not

2. Incorrect VA details

Often times, this happened for interbank transfer. When your customer input wrong payment details such as VA amount. This will cause payment to be rejected and returned to sender's account bank

3. Issue happen on bank sender

Case with this root cause mostly happen when end-user or payer using interbank or cross-bank transfer. Payment seems successful on bank sender side but not received by our bank partner. To avoid this case, always suggest your customer to use the same bank transfer (e.g BRI account for BRI VA)

SLA: If you encounter this problem, the resolution required is 2 working days (3 working days for Mandiri Virtual Accounts), to ensure that the funds received on Xendit's side or bounce back/return to the sender's account.

Next Step: If you encounter this problem, you can contact via email to help@xendit.co to convey the problem. During the SLA waiting period, it is recommended to monitor your end-customer bank mutation to ensure whether the funds bounce back/returned to the beneficiary's account.