International Vendor Says They Haven't Received Payment

Updated on July 15, 2026

When an international vendor contacts you about a missing payment (SWIFT Wire, iACH, SEPA (iACH Direct2Bank), the cause is usually one of three things:

The payment is still within its normal transit window, there was an error with the payment details.
The payment was rejected by the receiving bank.

This article walks you through how to identify which situation applies and what to do.

Please note that this article focuses on international payments. For payments with domestic vendors, please view: Domestic Vendor Says They Haven't Received Payment

Check Your Payment Timelines

Check the Payment Status in Prendio

Follow the Path for Your Situation

Payment Status: "Settled" — Vendor Still Claims Not Received

Payment Status: "Rejected" — Error Code Troubleshooting

Supplier Account Shows "Pending"

Choosing the Right International Payment Method

Quick Reference: International Banking Details

When to Contact Prendio Support

Quick Reference Table

Check Your Payment Timelines

International payments take longer than domestic payments, and timelines vary by method. Before investigating further, confirm whether the payment is still within its expected window.

Payment Method	Typical Timeline	Cost	Notes
SWIFT Wire	1–5 business days	~$10 per payment	Works for all countries and currencies. Fastest option when speed matters.
iACH (International ACH)	2–5 business days	~$1–2 per payment	Available in 60+ countries. Cheaper but not available everywhere.
SEPA (Europe / EUR only)	1 business day (standard) or near-instant (SEPA Instant)	Low cost	Euro-denominated payments to European accounts only.

Note: These timelines begin after your batch reaches "Funding Complete" status, not from the moment of batch submission.

Check the Payment Status in Prendio

Navigate to the Payments tab and locate the payment:

The current Payment Status tells you what path to follow in the table below:

Status	What It Means	What To Do
Funding Initiated	Prendio is preparing funds for the batch.	No action needed. Seen briefly after batch submission.
Funding Complete	Funding secured. Payment is being sent to Corpay.	No action needed. Payment will move to In Progress shortly.
In Progress	Payment transmitted to Corpay. General in-flight stage.	Normal for recently submitted batches. No action needed.
Processing	Payment accepted by Corpay and actively moving through the payment network.	Normal. Allow the full timeline for the payment method before following up.
Posting (SWIFT Wire only)	Payment is being applied to the beneficiary account by the receiving bank.	Normal. Typically resolves within 1 business day.
On Hold	Payment paused by Corpay or the payment network.	Contact Prendio Support with the Payment ID and batch number. On Hold payments cannot be resolved from the Prendio interface.
Settled	Payment completed. Funds were delivered to the beneficiary.	See Section 3A if vendor still claims non-receipt.
Failed / Canceled	Payment did not complete. No funds were sent.	See Section 3B — a rejection code in the payment details explains the cause.
Returned	Funds were sent but returned by the receiving bank.	See Section 3B. Verify banking details with supplier before resubmitting.
Pending (Account)	Supplier's international account hasn't been fully approved/synced.	See Section 3C — may be a Corpay approval or sync issue.

Follow the Path for Your Situation

Payment Status: "Settled" — Vendor Still Claims Not Received

If the payment shows Settled, funds were delivered through Corpay. Here are the most common reasons a vendor may not see the payment yet:

Bank posting hasn't completed

Even after Prendio shows Settled, the vendor's local bank may take 1–2 additional business days to post the deposit — especially for SWIFT Wire, where correspondent banks are involved in the transfer chain. Ask the vendor to check their account again the following business day.

Vendor is checking the wrong account

International vendors sometimes have multiple accounts in different currencies. Confirm the account number and currency the payment was sent to and ask the vendor to verify it matches the account they're checking.

Payment descriptor is unfamiliar

The vendor's bank statement may show Corpay or an intermediary bank name rather than your company name. Share the payment date, exact amount, and currency with your vendor's accounting team so they can locate it by value.

Correspondent bank delay (SWIFT Wire)

SWIFT Wire payments route through one or more correspondent banks before reaching the beneficiary. In some cases, a correspondent bank may hold the payment briefly. If the payment has been Settled for more than 5 business days and the vendor still cannot locate the funds, contact Prendio Support — Operations can open a trace with Corpay.

Payment Status: "Rejected" — Error Code Troubleshooting

No funds were sent. A rejected international payment means the transaction did not complete. No money reached the vendor, and no duplicate payment occurred. The issue must be identified and corrected before resubmitting.

Locate the rejection reason code in the payment details. The table below covers the most common codes:

Code	Meaning	Likely Cause	Who Can Fix
AC01	Incorrect account number	Account number entered does not match any account at the receiving bank	You — verify and correct account number with supplier
AC04	Account closed	The supplier's bank account is no longer active	Supplier — must provide new account details
AC06	Account blocked	Account is frozen or restricted and cannot receive payments	Supplier — must resolve with their bank
RC01	Bank identifier incorrect	SWIFT/BIC code is wrong or incorrectly formatted (must be 8 or 11 characters)	You — verify SWIFT/BIC code with supplier
RC08	Invalid clearing system member identifier	Routing code is not valid for the supplier's country (common with iACH)	You — get correct local routing code from supplier, or switch to SWIFT Wire
RR05	Regulatory information invalid	Required fields for the destination country are missing or incorrect	Contact Prendio Support — Operations can advise on required fields
FF07	Invalid purpose	Payment purpose/reason field is missing or blank	You — ensure the payment purpose field is completed before resubmitting
PAYMENTMETHODS_NOT_IN_VALUESET	Payment method code mismatch	iACH (code E) selected when supplier requires SWIFT Wire (code W), or vice versa	Contact Prendio Support — Operations updates the supplier payment method

Common scenario: Wrong payment method (PAYMENTMETHODS_NOT_IN_VALUESET)

This is the most common international payment error. It occurs when the payment method configured for the supplier in Prendio doesn't match what Corpay expects — for example, iACH selected when the supplier requires SWIFT Wire.

To resolve: contact Prendio Support and let them know whether the supplier requires Wire or iACH. Operations will update the supplier configuration. Once corrected, you can resubmit the payment.

Common scenario: Invalid routing code for iACH (RC08)

This happens when a domestic routing number is used for an international payment, or when the routing code format doesn't match the supplier's country. The fix is to contact your supplier and ask specifically for their routing code for international ACH (iACH) payments — not their wire routing number. If you cannot get a valid iACH routing code, switching to SWIFT Wire is the simplest alternative.

Supplier Account Shows "Pending"

If a supplier's international payment account is stuck in Pending, it usually means one of two things:

Corpay has not yet approved the account. Check whether your supplier received and completed the Corpay enrollment request. If not, ask them to check their email (including spam) for a message from Corpay.
Corpay approved the account, but Prendio hasn't synced the status. If your supplier has confirmed Corpay approval but Prendio still shows Pending, this is a sync issue. Contact Prendio Support and provide the supplier name and the date Corpay sent the approval confirmation.

Do not attempt to submit a payment to a supplier whose account is still in Pending — the payment will not process.

Choosing the Right International Payment Method

If you're unsure whether to use SWIFT Wire or iACH for a supplier, use this decision path:

Is the payment in EUR to a European account? → SEPA (iACH Direct2Bank) is the fastest and cheapest option.
Is iACH available for the supplier's country? → Check with Prendio Support or your account manager. If yes and the payment is not urgent, iACH is the more cost-effective choice.
Is the payment urgent, or is iACH unavailable for the country? → Use SWIFT Wire. It works for all countries and currencies.
Does the supplier have a preference? → Some banks only accept SWIFT Wire. When in doubt, ask the supplier which method they prefer before setting up their payment details.

Note on currency: SEPA only supports EUR payments. If an invoice is in USD but the supplier's account is configured for EUR (SEPA), the payment will fail with a currency mismatch error. In that case, switch the payment method to SWIFT Wire, which supports multiple currencies.

Quick Reference: International Banking Details

When setting up a new international supplier or correcting a rejected payment, the following details will likely be required from the supplier:

Field	SWIFT Wire	iACH
Bank identifier	SWIFT/BIC code (8 or 11 characters, e.g. NWBKGB2L)	Local routing code for supplier's country/region
Account number / IBAN	IBAN (if applicable) or local account number	Local account number or IBAN
Beneficiary name	Must match the name on the bank account exactly	Must match the name on the bank account exactly
Currency	Supports multiple currencies	Depends on country — confirm with supplier

Always verify payment details directly with the supplier before submitting — do not rely solely on details from an invoice, especially for first-time payments.

When to Contact Prendio Support

Have the following ready: Payment ID, Batch ID, supplier name, destination country, payment method, and current status.

Payment has exceeded the expected timeline and status has not progressed (SWIFT Wire 5+ days, iACH 5+ days, SEPA 2+ days).
Rejection code is not in the table above or the issue persists after correcting details.
Error code is PAYMENTMETHODS_NOT_IN_VALUESET — Operations must update the supplier's payment method configuration.
Supplier account is stuck in Pending and Corpay has already approved it.
Payment shows Settled but vendor cannot locate funds after 5+ business days.
You need a payment trace for a SWIFT Wire that appears lost in the correspondent banking chain.
A vendor is threatening a credit hold or service disruption — flag as urgent when contacting support.

To contact support, please complete the Support Ticket Request form using the link below:

Support Ticket Request Form

Quick Reference Table

Below is a table with different situations along with the likely cause and the first action to taek for next steps:

Situation	Likely Cause	First Action
Vendor following up — payment in progress	Still within normal transit window	Share timeline table. No action needed yet.
Payment settled, vendor can't find funds	Bank posting delay or wrong account checked	Confirm account/currency; ask vendor to wait 1–2 more days.
PAYMENTMETHODS_NOT_IN_VALUESET error	Wrong payment method code (Wire vs. iACH)	Contact Prendio Support — Operations updates supplier config.
RC08 — invalid routing code	Domestic routing used for iACH, or wrong country format	Get correct international routing code from supplier, or switch to SWIFT Wire.
AC01 / AC04 — account error	Wrong account number or closed account	Contact supplier for correct/active account details.
Supplier account stuck in Pending	Corpay approval pending or sync failure	Confirm Corpay enrollment; contact Prendio Support if already approved.
Vendor threatening credit hold	Urgent — escalation needed	Contact Prendio Support immediately, flag as urgent.