B2B App FAQ
Answers to common questions about the B2B Payments App.
For term definitions, see the B2B App glossary section.
Sign-in and sessions
Why does the sign-in link return an error?
Confirm the email address matches the one your administrator used to send the invite. If the address
matches and sign-in still fails, ask your administrator to resend the invite.
Why is my expected workspace missing from the picker?
The workspace picker shows only workspaces you have been added to. Ask your administrator to grant
access to the missing workspace.
How do I switch workspaces?
Sign out and sign back in. The workspace picker reappears at the start of the next session.
Why does the app sign me out automatically?
Sessions time out after a period of inactivity for security. Sign in again to continue.
Contacts and verification
Why is a new Contact stuck on Processing?
Processing is brief — a few seconds. Refresh the page if the status does not change. Contact your
administrator if the Contact remains in Processing after several minutes.
Why is a Contact stuck on Pending Verification?
Most Contacts complete verification in under a minute. Refresh the page if the status appears
unchanged. Contact your administrator if the Contact remains in Pending Verification after about
ten minutes.
What does a Declined Contact mean and how do I retry?
A Declined status means verification could not match the provided name and address. Check spelling
against official ID, confirm the address is real and deliverable, and confirm the correct Contact
Type (Individual or Business). Add a new Contact with corrected details — Contacts cannot be edited
after creation. Contact your administrator if a fresh Contact is also Declined.
Why can't I add a payment method to a Contact?
The Contact must reach Verified status before you can add a payment method. The page displays:
"This contact must be verified before payment methods can be added."
How do I fix a typo in a Contact's name or address?
Contacts cannot be edited after creation. Add a new Contact with the correct details.
Sending money
What happens when a quote expires before I confirm?
Quotes expire to prevent stale rates. The B2B Payments App generates a new quote automatically.
Review the updated amounts and confirm.
What does "The amount value is invalid or exceeds your available balance." mean?
The entered amount is either malformed (for example, zero, negative, or outside the corridor's
limits) or larger than the source Account's available balance. Check the amount value and format,
then lower the amount, top up the source Account, or convert from another Account.
What does "No payment rails available for this asset." mean?
The selected currency cannot be delivered to that bank account. Pick a different currency or a
different payment method on the Contact. See
B2B App Payout Corridors.
What does "This recipient is missing required information." mean?
Some destination corridors — such as Colombia and the Dominican Republic — require extra fields
like an email address or an identification number. Add a new Contact with the missing details and
send to that one.
Which countries can I send payments to?
See B2B App Payout Corridors for
the full list. Corridors not listed are not supported by the platform. A corridor on the list that
does not appear in the Add Payment Method form is not enabled on your workspace — contact your
administrator.
Why doesn't a sent payment appear in Transactions immediately?
The Transactions page does not auto-refresh. Refresh the page to load the new transaction. Refresh
again after about 30 seconds if it does not appear.
Can I cancel a payment after confirming it?
No. Confirmed payments cannot be reversed. The Review screen is the last opportunity to catch a
mistake.
Receiving money
Why doesn't an inbound payment appear immediately?
Inbound payments are not instant. Bank transfers take minutes to days depending on the rail.
Stablecoin transfers take minutes depending on confirmations. Refresh the Transactions page to load
the Received row once the funds arrive.
What do I do when an expected deposit is missing?
For bank transfers, confirm the sender included your Reference # in the payment memo. Without
it, the bank may not route the deposit. For stablecoin transfers, confirm the sender used the
correct asset on the correct network. Contact your administrator with the applicable sender-side
transaction details if those details are correct.
Why is the account number masked on the Receive page?
Account numbers are masked for security. Click the unmask control next to the field to reveal the
full value. Routing numbers and wallet addresses are never masked.
Conversions
What does "No fiat accounts available" mean?
The conversion panel requires at least one Cash Account in a currency that pairs with the selected
Wallet. Ask your administrator to set one up if no compatible Cash Account exists.
Why does the final conversion amount differ from the estimate?
Exchange rates move continuously. The estimate reflects the rate at the moment you viewed it. The
final rate locks in when you click Convert Now.
Transactions
Why doesn't a new transaction appear immediately?
The Transactions page does not auto-refresh. Refresh the page to load new activity. If a transaction
still does not appear, wait 10–15 seconds and refresh again.
What does a Pending or Settling transaction mean?
Both statuses indicate the transaction is moving through the payment network. Refresh later to see
the status update. Contact your administrator if the transaction remains in either status for
several hours.
What does On Hold or Under Review mean on a transaction?
The platform is reviewing the transaction. Most reviews complete quickly. Contact your administrator
if the transaction remains in either status for an extended period.
How do I share a transaction with support?
Open the transaction, click Copy ID on the detail panel, and share the Transaction ID.
The app
What do I do when a page fails to load?
Refresh the page. Sign out and sign back in if the page still fails to load.
How do I switch between light and dark mode?
Press Alt + T anywhere in the app to toggle the theme.
Why does a balance appear out of date?
Balances load on page load and do not auto-refresh. Refresh the page after a recent transaction in
another tab to update the displayed balance.