Why is my customer's payment still pending in their bank?

A pending status at the sender's bank does not confirm that the money has been released to your Skydo receiving account. Ask the customer to check with its bank whether the payment is scheduled, awaiting authorisation, under review or actually sent.

Do not promise that Skydo can speed up a transfer the sending bank has not released. Ask the payer to complete any bank request through its normal secure banking channel. Keep the invoice and agreed payment instructions unchanged unless a real error is found.

Once the bank confirms release, obtain the final receipt and check the destination and method. If the expected receipt time then passes, send that evidence to Support for tracing.