Find out why a payment hasn't gone out

Goal

Find a payment, see which step it’s stuck at, and get it moving again.

How it works

Every payment moves through the same steps: draft, approval, execution, then a final result. A payment that hasn’t gone out is waiting at one of them, usually for a person. The tab or column it sits in tells you the step, and the payment itself tells you who or what it’s waiting for.

Before you start

• You have View outgoing transfers. (Who can use it)
• You know something that identifies the payment: the recipient, the account it goes to or comes from, the asset, or its tag.

Find the payment

1. In the sidebar, click Send Money.
   You see the payments list, open on DRAFTS.
2. Click Kanban at the top right.
   Every step shows side by side: DRAFT, APPROVAL, EXECUTION and COMPLETED.
3. Type the recipient’s name, or the account, asset or tag, into the search box.
   Only matching payments stay on the board. The column a payment is in is its step.
4. Click the payment’s card.
   It opens on its own page.
5. Read where it stands.
   If the payment is waiting on you, you see a Process section showing each step, who has already acted and what is still waiting. If it’s still in progress but not waiting on you, it opens as Approve Payment Details; once a Safe transaction exists, a Safe Transaction box says where it is, for example Awaiting signatures (1/2 collected), with View Transaction Details to open it in the Safe.

Prefer the table? Stay on Table and search each tab in turn: DRAFTS, NEEDS APPROVAL, EXECUTION and HISTORY. The search only covers the tab you’re on.

Why it’s stuck, and what to do

You see	Why	What to do
It’s in DRAFTS / DRAFT	Nobody has published it, so nobody has been asked to approve it	Click Publish on the row, then Publish again to confirm
Publish is greyed out: Cannot publish: missing …	A required field is empty, such as Recipient account or Funding source	Open the payment, fill in what’s listed, save, then publish
A payment needs an approval policy	The payment has no Policy	Open the payment, choose a Policy, save, then publish
It’s in NEEDS APPROVAL / APPROVAL	It hasn’t collected the approvals its policy requires. The Status column, or Process on the card, shows how far it has got	Ask the other approvers. It’s in their Requires Action list. Check the Policy is the one you meant; a higher tier needs more approvals
It’s in EXECUTION with Propose transaction on the row, or Awaiting proposal in Requires Action	Approved, but nobody has created the Safe transaction	Someone with an owner or delegate wallet on the Safe clicks Propose. See Approve, sign and send a payment
1 of 2 signatures, or Sign transaction on the row	The Safe needs more owner signatures	Ask the Safe’s other owners to sign. Share the payment from More actions (…) → Share
Ready to execute, or Execute transaction on the row	It’s fully signed, but nobody has executed it	Click Execute
Transaction not executable when you execute	Other transactions are queued ahead of it in the Safe	Execute or reject those in the Safe first, then try again
Awaiting confirmation, or Pending on-chain confirmation	It’s been sent and the blockchain hasn’t confirmed it	Wait. It completes on its own
Awaiting completion, or Mark completed on the row	It’s paid from an account Mezzanine doesn’t send from, and nobody has confirmed the payment	Whoever holds that account pays it there, then clicks Mark as executed
Destination address failed OFAC screening; transaction not sent	The recipient address is on a sanctions list	Stop. Don’t pay this address. Raise it with whoever handles compliance
Overdue under the due date	The due date has passed. This doesn’t move or block the payment	Work out which step it’s at from this table and act on that
It’s in HISTORY as Rejected	Someone rejected it, or its Safe transaction was cancelled in the Safe. Open it to see who, and the reason if they gave one	Create a new payment if it should still go out
It’s in HISTORY as Failed	The transaction reverted on-chain, or someone marked it failed	Open it to read what happened. Create a new payment if it should still go out
It’s in HISTORY as Complete, but the recipient says nothing arrived	The money left your account	On HISTORY, open the row’s … menu and click View Block Explorer to show them the transfer. Check the destination address and network with them
You can’t find it anywhere	DRAFTS, NEEDS APPROVAL and EXECUTION each list the 50 most recently created payments in that step, HISTORY lists 1,000, and COMPLETED on the board shows 25	Use Actions → Export History and search the CSV file

If something goes wrong

You see	Why	What to do
You can’t view payments	You don’t have View outgoing transfers	Click the button on the page to request it, or ask an admin
Send Money isn’t in the sidebar	The Approve Payments app isn’t installed	Ask an admin to install it from System Controls → App Library
No payments awaiting approval or similar on every tab	There are no payments in that step	Check HISTORY. The payment may have finished, or never been created