FAQ and Glossary

This page combines two reference sections: a FAQ covering the questions Partners ask most often, and a Glossary of every term you'll encounter in the app, in plain English.

FAQ

Sign-in and sessions

I clicked the sign-in link and got an error. Double-check your email address — it has to match exactly the address your administrator used to invite you. If it does and it still fails, ask your administrator to resend the invite.

I don't see the workspace I expected. The workspace picker only shows workspaces you've been added to. If yours is missing, ask your administrator to grant you access.

I want to switch workspaces. Sign out, then sign back in. The workspace picker reappears so you can pick a different one.

The app logged me out by itself. That's the session timeout — it kicks in after a period of inactivity for security. Sign back in.

Contacts and verification

I added a Contact but it's stuck on Processing. Processing is brief — usually a few seconds. If it doesn't change, refresh the page. If it's still stuck after a couple of minutes, contact your administrator.

My Contact says Pending Verification and won't move. Most Contacts finish within a minute. Sometimes it takes a few minutes. If you've waited longer, refresh. If still pending after about 10 minutes, contact your administrator.

My Contact came back Declined. Verification couldn't match the name and address. Check spelling against official ID, confirm the address is real and deliverable, confirm the right Contact Type (Individual vs. Business), then add a new Contact with the corrected details (you can't edit an existing one). If a fresh Contact is also Declined, contact your administrator.

I can't add a payment method to my Contact. The Contact has to be Verified first. The page shows: "This contact must be verified before payment methods can be added."

I made a typo in a Contact's name or address. You can't edit a Contact after creating it. Add a new one with the correct details.

Sending money

My quote expired before I could confirm. That's by design so you don't get a stale rate. The app automatically generates a new one — review the new amounts and confirm.

"The amount value is invalid or exceeds your available balance." Lower the amount, top up the source account, or convert from another account.

"No payment rails available for this asset." The currency you're sending can't be delivered to that bank account. Pick a different currency or a different payment method on the Contact. See Payout Corridors.

"This recipient is missing required information." Some destination corridors (like Colombia or the Dominican Republic) need extra fields — an email or an identification number. Add a new Contact with the missing details and send to that one.

Can I pay someone in country X? The full list is on the Payout Corridors page. If a corridor isn't on that list, the platform doesn't support it. If a corridor is on the list but you can't see it in the Add Payment Method form, your administrator hasn't enabled it on your workspace.

I sent a payment but it's not in Transactions yet. Refresh the page. Transactions doesn't auto-update. If still missing after about 30 seconds, refresh again.

Can I cancel a payment after I confirmed it? No. Once confirmed, the payment is on its way and cannot be reversed. The Review screen is the last chance to catch a mistake.

Receiving money

Someone paid me but I don't see it yet. Receiving is not instant. Bank transfers can take minutes to days depending on the rail; stablecoin transfers take minutes depending on confirmations. Once it arrives, a Received row appears in Transactions — refresh the page to pull it in.

My deposit went missing — the sender says they sent it. For bank transfers: confirm they included your Reference # in the payment memo. Without it the bank may not be able to route the deposit. For stablecoins: confirm they sent the right asset on the right network. If both look right, contact your administrator with the transaction details from the sender's side.

I can't see the full account number on my Receive details. Account numbers are masked for security. Click the unmask (reveal) control next to the field to see the full value. Routing numbers and wallet addresses are never masked.

Conversions

"No fiat accounts available." The conversion panel needs at least one Cash account in a currency that pairs with the Wallet you picked. If you don't have one, your administrator needs to set it up.

My conversion came out a bit different from the estimate. Exchange rates move continuously. The estimate is for the moment you looked at it; the final rate is the one locked in when you click Convert Now.

Transactions

I just made a transaction and it's not showing up. Refresh the page. Transactions does not auto-refresh — this is the single most common Partner question. If a refresh doesn't help, give it 10–15 seconds and refresh again.

A transaction is stuck on Pending or Settling. Both mean it's still moving through the network — usually fine. Refresh after a while. If it's been hours, contact your administrator.

A transaction shows On Hold or Under Review. We're reviewing it. Usually quick. If it stays in either state for a long time, contact your administrator.

How do I share a transaction with support? Open it, click Copy ID on the detail panel, share that ID.

The app

A page looks broken or won't load. Try a hard refresh (Cmd + Shift + R on Mac, Ctrl + Shift + R on Windows). If that doesn't help, sign out and back in.

How do I switch between light and dark mode? Press Alt + T anywhere in the app.

A balance looks wrong. Refresh the page. Balances load on page load — if you just made a transaction in another tab, refresh to update.

Glossary

Account. A place that holds money in your workspace. Either a Cash account (fiat currency) or a Wallet (stablecoin).

ACH. A US bank rail. Standard bank-to-bank transfers, 1–3 business days.

Address. A physical mailing address — used for verifying a Contact. Also used for the blockchain address that receives a stablecoin wallet deposit.

Asset. Another word for "currency." USD, CAD, USDC, and USDT are all assets.

Balance. How much is currently in an account.

Bank Account. A traditional bank account — used either as a payment method on a Contact, or as one of your own deposit accounts.

Buy. A type of conversion — using cash to acquire a stablecoin. Opposite of Sell.

Cash. A type of account that holds fiat currency (USD, CAD, etc.). Listed under Balances on the Accounts page.

CLABE. An 18-digit Mexican bank identifier that combines bank, branch, and account number into one — used for SPEI payments.

Contact. A person or business you send money to. Managed under Send in the sidebar. Has a name, an address, and one or more payment methods.

Conversion. Buying or selling between two currencies (for example, USD to USDC). Made on the Accounts page; appears on the Conversions tab of Transactions.

Crypto Wallet. See Wallet.

Currency. A type of money. Includes both fiat currencies (USD, CAD, etc.) and stablecoins (USDC, USDT, etc.).

Dashboard. Another name for the Home page — what you see right after signing in.

Declined. A Contact status meaning verification couldn't confirm the identity. You can't send to a Declined Contact.

Deposit. Money coming in to one of your accounts.

Deposit Address. Another name for a Wallet Address when used to receive a stablecoin.

EFT. Electronic Funds Transfer — the Canadian equivalent of ACH.

Home. The first page you see after signing in. Same as Dashboard.

IFSC. An 11-character Indian Financial System Code — identifies the bank and branch for NEFT/IMPS transfers. INR payouts are not currently available; see Payout Corridors.

Individual. One of the two Contact Types — a person, as opposed to a Business.

Interac e-Transfer. A Canadian email-based real-time transfer rail.

LBTR. Liquidación Bruta en Tiempo Real — the Dominican Republic real-time settlement rail.

Network. For stablecoins, the blockchain a wallet address is on (Ethereum, Solana, etc.). The asset and network must match.

NGBANK. Nigerian Inter-Bank Settlement (also called NIP) — the Nigerian real-time domestic transfer rail. NGN payouts are not currently available; see Payout Corridors.

Payment Method. The actual destination money goes to on a Contact — either a Bank Account or a Wallet. Each Contact can have multiple.

Payment Rail. The bank network used to deliver a payment. Currently available: ACH, Wire, EFT, Interac e-Transfer, SPEI, PSE, LBTR.

Pending. A status meaning a transaction is in flight but not yet finished.

Pending Verification. A Contact status meaning we're still checking identity. Can't send yet.

Processing. A Contact status meaning we're saving the Contact. Brief.

PSE. Pagos Seguros en Línea — the Colombian payment rail.

Purpose of Transaction. A required dropdown on some Send flows — you pick why you're sending the money (e.g. Salary Payment, Family Support, Bill Payment).

Quote. The locked-in exchange rate the app gives you when sending across currencies or converting. Quotes expire — a Rate refreshes in X s countdown tells you when. Expired quotes are auto-renewed.

Rail. Short for Payment Rail.

Receive. The sidebar link with your bank and wallet deposit details.

Received. Direction label on inbound payments.

Reference #. A unique number that must appear in the memo of an inbound bank transfer for it to land in your account.

Rejected. Same meaning as Declined. The app uses Declined in the UI for Contact verification.

RTP. Real-Time Payments — the US instant-payment rail.

Self. What appears in the Contact column on a transaction that didn't involve another party — for example, a conversion or a self-deposit.

Sell. A type of conversion — exchanging a stablecoin for cash. Opposite of Buy.

Send. The sidebar link that opens your list of Contacts. Where you start a payment.

Sent. Direction label on outbound payments.

Settling. A status meaning a transaction is moving through the payment network. Usually a normal step on the way to Completed.

SPEI. Sistema de Pagos Electrónicos Interbancarios — the Mexican real-time inter-bank rail.

Stablecoin. A cryptocurrency designed to track the value of a fiat currency (typically the US dollar). Examples include USDC and USDT. Held in Wallet accounts in the app.

Status. Where a transaction or a Contact currently is in its lifecycle.

SWIFT/BIC. International bank identifier — used for cross-border payments and for DOP corridors.

Tag. Also called a Memo. A short identifier required by some blockchain networks. Most stablecoin networks don't use tags — leave the field blank unless the recipient specifies one.

Transaction. Anything that happened in your workspace — a Send, a Receive, or a Conversion. All listed on the Transactions page.

Transaction ID. A unique identifier for a transaction. Use Copy ID on the detail panel to grab it; share with support if you need to ask about a specific transaction.

Transfer. Another word for a payment. The app uses "Transfer" in some places and "Payment" in others.

Under Review. A status meaning the team is reviewing the transaction — usually short.

Unmask. A control on the Receive page that reveals a masked field (like an account number).

Verified. A Contact status meaning their identity check passed. You can send money to a Verified Contact.

Wallet. An account that holds a stablecoin. Listed under Crypto Wallets on the Accounts page, and on the Wallets tab of Receive.

Wallet Address. The unique string the blockchain uses to identify a wallet. Always copy and paste — never type.

Wire. International bank wire transfer. Faster than ACH but more expensive.

Workspace. Your company's space inside the app. Each workspace has its own accounts, Contacts, and transactions, completely separate from other workspaces. The workspace picker at sign-in lets you choose one when you belong to more than one.