Troubleshooting Common Contractor Payment Issues

If you encounter a contractor payment issue, first identify which stage is affected:

• Invoice funding.
• Funding reconciliation.
• Contractor payout processing.
• Contractor withdrawal.

You can review payment and invoice statuses from the Payments area of your RemoFirst account. Check the current status before creating another payment or invoice.

Invoice is awaiting funding

A newly generated invoice may display a Created status until the client’s funds have been received and reconciled.

Check that:

• The correct invoice was funded.
• The full amount was transferred.
• The exact payment reference was included.
• The current beneficiary details were used.
• The transfer has not been rejected or returned by the sending bank.

Bank-transfer processing time and RemoFirst reconciliation time are separate. If the transfer has been completed but the invoice status has not changed, provide Contractor Success with the proof of payment.

Payment is processing

A contractor payout may remain in processing while the transfer is being completed.

Processing time may depend on:

• Client funding and reconciliation.
• Required compliance reviews.
• Payment-provider processing.
• Receiving currency and destination.
• Local banking hours.
• Weekends and public holidays.
• Additional information required from the contractor.

Review the latest platform status before escalating the payment. If it remains unchanged beyond the expected timeframe, contact Contractor Success.

Payment or withdrawal failed

Review the reason displayed in the platform. Common causes may include:

• Incorrect or incomplete withdrawal details.
• A mismatch in the account holder’s name.
• Unsupported bank or account information.
• Payment-provider requirements.
• Additional verification requirements.

The contractor may need to update their withdrawal method before another attempt can be made.

Do not create a duplicate payment or invoice. Contact Contractor Success if the next required action is unclear.

Payment was returned

A payment may be returned when the receiving bank or payment provider cannot complete the transfer.

Wait until the return has been confirmed and reconciled. The returned funds may not be immediately available for another payout.

Before another attempt is arranged:

• Confirm the reason for the return.
• Ask the contractor to correct the affected withdrawal details.
• Confirm that the return has been fully processed.
• Follow the instructions provided by RemoFirst.

Do not initiate a replacement payment unless RemoFirst has confirmed the appropriate next step.

Contractor has not received the payment

First, check whether the payout is still processing or has reached a completed or paid status.

Ask the contractor to:

• Confirm that they are checking the correct receiving account.
• Review their withdrawal method and receiving currency.
• Check whether their bank is holding or reviewing the transfer.
• Request confirmation from their bank if the transfer is not visible.

If the platform shows the payment as Paid but the contractor cannot locate the funds, contact contractorcare@remofirst.com.

Provide transaction-specific bank confirmation or a statement covering the relevant period where available. Unrelated transactions, account balances, and unnecessary personal information should be redacted.

RemoFirst will review the available payment information and coordinate with the payment provider where necessary.

Incorrect amount or currency

Contact Contractor Success immediately and provide:

• Payment or invoice reference.
• Amount and currency processed.
• Expected amount or currency.
• Relevant supporting evidence.

Do not ask the contractor to return funds, convert the payment, or initiate another transaction without written instructions from RemoFirst.

Information to provide

To help us investigate, include:

• Company name and ID, if available.
• Contractor name and email.
• Contractor’s country.
• Invoice and payment references.
• Amount and currency.
• Current platform status.
• Date the invoice was funded or the payout was processed.
• Client proof of payment, if the funding is affected.
• Bank rejection, return, or non-receipt confirmation, if available.
• Relevant screenshots or error messages.

Do not share passwords, complete bank statements, or unrelated personal and financial information.

Need assistance?

Chat with us or use the support option in the RemoFirst Help Center and select Contractor Success.

Include the relevant payment details and a clear explanation of the issue.