import { Callout } from "zudoku/ui/Callout";

# Troubleshooting

Messages and symptoms in 365 business Banking with cause and remedy for bank connection, retrieval, application and payments.

This page lists the messages from all areas of 365 business Banking. Each row links to the page that explains the context. Messages are quoted as Microsoft Dynamics 365 Business Central shows them. Variable parts such as account numbers are replaced by "…".

<Callout type="tip" title="Search for part of the message">
Press **Ctrl+F** and enter a distinctive word from the message, for example "participant" or "IBAN".
</Callout>

## Bank connection and bank access

| Message or symptom | Cause and remedy | More |
|---|---|---|
| A banking provider is missing from the **Connect Bank Account** wizard | The banking provider is not licensed. *SEPA Bank Account (EBICS)*, for example, is only shown with the *EBICS Connection* license. | [Connect a bank account](connections/connect-bank-account.mdx), [Permissions and licenses](setup/permissions-and-licenses.mdx) |
| "… is not licensed. Open Extension License Management (365 business development) to activate it." | The chosen service is not licensed. Activate the license. | [Permissions and licenses](setup/permissions-and-licenses.mdx) |
| No web form opens; "Your browser settings prevent from opening a new window. …" | The browser blocks pop-ups. Allow pop-ups for your Business Central address, or use **Click here to open the webform in your browser**. | [Connect a bank account via PSD2/XS2A](connections/psd2/connect.mdx) |
| "The banking request has expired. Please start the process again." | The web form was not completed in time. Start the process again. | [Connect a bank account via PSD2/XS2A](connections/psd2/connect.mdx) |
| "Your bank named no accounts for this connection, so there is nothing to connect here. …" | The bank reported no accounts that can be connected. Check with your bank whether the access is released for the expected accounts, and start the wizard again. | [Connect a bank account via PSD2/XS2A](connections/psd2/connect.mdx) |
| Your bank is not listed in the web form | The bank cannot be reached via finAPI. Consider EBICS or the camt/pain file as an alternative. | [Choose a bank connection](concepts/choose-bank-connection.mdx) |
| After a few weeks, retrieval asks you to sign in again | The PSD2 consent has expired, usually after 90 days. Run **Retrieve Bank Transactions** once manually and sign in again. | [Renew consent](connections/psd2/renew-consent.mdx) |
| Signing in succeeds, but retrieval still asks for authentication | A different account or access was chosen in the web form. Sign in with the access the account is connected with. | [Renew consent](connections/psd2/renew-consent.mdx) |
| "The connected bank account is not …. Go back and connect the same bank account, at the same bank and in the same currency." | With a personal bank access, a different account was chosen in the web form. | [Use with my own bank login](connections/psd2/personal-bank-access.mdx) |
| "… connected accounts carry IBAN …. Business Central cannot tell which of them to use." | The bank reports several accounts with the same IBAN. Connect only the required account in the web form, or contact your bank. | [Use with my own bank login](connections/psd2/personal-bank-access.mdx) |
| **Assigned Bank Accounts** shows *Not connected yet* | The person has not yet connected the account in the web form. Until then, the company bank access applies. | [Use with my own bank login](connections/psd2/personal-bank-access.mdx) |
| A line on **Bank Account Hand-over** is not **Created** | Creation in the target company failed, usually due to a missing number series, currency or permission in the target company. Fix the cause, and then choose **Try Again**. | [One bank access for several companies](connections/multi-company.mdx) |
| "The … account information service cannot be combined with the … payment initiation service on the same bank account." | The two services belong to different rulebooks, for example SEPA and a payment service provider. Choose a valid combination. | [Combine banking services](connections/mixed-operation.mdx) |
| **Change Banking Services** is missing on the bank account card | Only one licensed service is available for the kind of account, for example with a payment service provider, with Universal, or with a SEPA account when only one banking provider is licensed. The action is also not shown for a bank account that is not connected. | [Combine banking services](connections/mixed-operation.mdx) |
| Verification of payee does not take place | The **Company Bank Access** is missing or disconnected. It is required with every bank connection. | [Banking setup](setup/banking-setup.mdx) |
| After **Disconnect** on the company bank access, accounts are no longer read or paid | The access has been released, and every account that uses finAPI was disconnected completely. The confirmation listed these accounts. Accounts on EBICS, a file or a payment service provider without finAPI are not affected. Connect the access again first, and then the bank accounts. | [Disconnect a bank account](bank-accounts/disconnect.mdx) |
| "We're sorry, but the request to the banking service could not be completed. The response from the service was unexpected or incomplete. …" | The service did not respond as expected. Try again later. If the error persists, contact support. | [Security and data protection](concepts/security.mdx) |

## EBICS

| Message or symptom | Cause and remedy | More |
|---|---|---|
| "Participant … is …. Only a participant that is Ready can be used." | Initialization is not complete. Complete the steps on the EBICS participant. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| The required participant is missing from the wizard | The participant does not have the status **Ready** yet. | [Connect a bank account via EBICS](connections/ebics/connect.mdx) |
| "Your bank named no accounts for EBICS participant …, so there is nothing to connect. …" | The participant is not released for any accounts at the bank. This is common for new participants. Contact your bank. | [Connect a bank account via EBICS](connections/ebics/connect.mdx) |
| "Bank account … is not connected to an EBICS participant, so nothing can be handed in for it." | Assign a participant via **Change Banking Services**. | [Combine banking services](connections/mixed-operation.mdx) |
| "The bank does not offer foreign credit transfers for this EBICS participant (XCT/AXZ). …" | The journal contains payments that cannot be carried out as SEPA credit transfers (another currency, no IBAN, or a bank outside the SEPA area), and your EBICS contract does not include the foreign credit transfer. Nothing was submitted. Have the order type added to the contract, and then choose **Refresh Customer Data (HTD)** on the participant. | [Payments via EBICS](connections/ebics/payments.mdx#foreign-credit-transfers) |
| "The bank does not offer SEPA credit transfers for this EBICS participant (SCT/CCT). …" | Your contract only includes the foreign credit transfer, but the journal contains SEPA payments. Have the SEPA credit transfer added, and read the customer data again. | [Payments via EBICS](connections/ebics/payments.mdx) |
| "The bank does not offer Euro urgent credit transfers for this EBICS participant (XCT/URG or CCU). …" | The Euro urgent credit transfer is not part of your contract. Have it added and read the customer data again, or carry out the payments as SEPA credit transfers. | [Payments via EBICS](connections/ebics/payments.mdx#euro-urgent-credit-transfer) |
| "The SEPA credit transfers were handed in at your bank under order number …. Their … payments are pending, so do not hand them in again. …" | In a journal with SEPA and foreign payments, the second order failed. The SEPA payments have reached the bank; only the foreign payments are still open. Fix the specified cause, and carry out the foreign payments again. | [Payments via EBICS](connections/ebics/payments.mdx#foreign-credit-transfers) |
| The hash value comparison fails | Compare the hash values character by character with your bank's letter. If they differ, contact your bank before you try again. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| **Send Signature Key (INI)** is rejected with an error code | With *H005*, certificates are mandatory. Check **Use Certificates** and **Certificate Common Name**. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| **Send Protocol Keys with Signature (HSA)** is not available | The signature key has not been sent with INI yet. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| **Send All Keys (H3K)** is not available | H3K is only available for *H004* with certificates. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| An EBICS order fails | Check **Last Error** on the participant card. The **EBICS Jobs** page lists all orders with their result and the bank's response. | [EBICS jobs and submissions](connections/ebics/jobs-and-submissions.mdx) |
| **Last Error** states that your bank has replaced its keys | Enter the hash values from the new letter, choose **Reset Bank Keys**, and then **Download Bank Keys (HPB)**. | [Manage keys and certificates](connections/ebics/key-management.mdx) |
| "Your bank did not accept this participant's certificate …" | The certificate has expired, is not valid yet or was not issued for this purpose. Create the keys again, and send your bank the new initialization letter. | [Manage keys and certificates](connections/ebics/key-management.mdx) |
| "The connection to your bank could not be completed …" | The order was not carried out. Try again. Otherwise, check the **Bank URL** on the participant and whether the connection is blocked. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| "Bank account … is connected through participant …, so the participant cannot be deleted." | Switch or delete the bank accounts first. | [Set up an EBICS participant](connections/ebics/participant.mdx) |
| A payment cannot be carried out again, the job has the status **In Doubt** | It is not certain whether the bank has received the file. Choose **Resolve** on **EBICS Jobs** before you perform any other steps. Do not carry out the payment through another connection. | [Payments via EBICS](connections/ebics/payments.mdx) |
| A payment remains **Pending** for a long time | With **Second Signature Required at the Bank**, it is waiting for release in the banking program. Otherwise, request the status with **Check Status Now** on **EBICS Submissions**. | [Distributed electronic signature](connections/ebics/distributed-signature.mdx) |
| A submission has the status **No Bank Report** | Your bank offers no order for status queries. The file has been submitted. The payment is confirmed via the statement. | [EBICS jobs and submissions](connections/ebics/jobs-and-submissions.mdx) |
| A job has the status **Unknown** | The service reported a status that this version does not know. This is not an error. If in doubt, contact your partner. | [EBICS jobs and submissions](connections/ebics/jobs-and-submissions.mdx) |
| The certificate expiry is yellow or red | The certificate expires within 60 days or has expired. Arrange renewal with your bank. Business Central does not renew certificates. | [Manage keys and certificates](connections/ebics/key-management.mdx) |

## Files (camt, pain, Universal)

| Message or symptom | Cause and remedy | More |
|---|---|---|
| "Bank account … has no IBAN. The provider you chose names the account by its IBAN, so it has to be filled in." | The **Connect Bank Account** wizard requires an IBAN for *camt / pain File*. Enter it on the **Choose the bank account** step for a new bank account, or on the bank account card for an existing one. | [Set up a bank account for camt/pain files](connections/iso20022-file/setup.mdx) |
| "Bank account … has no ISO 20022 file setup yet. …" | Open the **ISO 20022 File Setup** and choose the message versions your bank accepts. | [Set up a bank account for camt/pain files](connections/iso20022-file/setup.mdx) |
| "The file is not an ISO 20022 account report. …" | The selected file is not a camt file. It is often a PDF statement or an MT940 file. | [Import a statement](connections/iso20022-file/import-statement.mdx) |
| "The file is a … document, which this version does not read. …" | The camt version is not supported. Request a supported version. | [Import a statement](connections/iso20022-file/import-statement.mdx) |
| "The file contains no transactions." | The file is valid but empty. | [Import a statement](connections/iso20022-file/import-statement.mdx) |
| "Bank account … follows the International rulebook, and there is no cross border direct debit. …" | Direct debits are only possible under the SEPA scheme. Collect from a SEPA account. | [Export a payment file](connections/iso20022-file/export-payment.mdx) |
| The export is refused with a list of reasons | A payment does not fit the format, for example the BIC is missing on an international payment. Fix the listed points in the journal. | [Export a payment file](connections/iso20022-file/export-payment.mdx) |
| The payment is *Completed* but has not reached the recipient | With the file route, *Completed* only means "file written". Upload the file in online banking. | [Export a payment file](connections/iso20022-file/export-payment.mdx) |
| "The statement file format is not described completely yet. …" | The Universal setup is incomplete. Choose **Back** and complete the setup. | [Set up Universal](payment-services/universal/connect.mdx) |
| "A camt file can only be imported by a user who selects it. …" or "A Universal Banking Provider file can only be imported by a user who selects it. …" | The import was started in a background session. Import the file manually from the payment reconciliation journal. Retrieval in the job queue skips camt and Universal accounts. | [Import a statement](connections/iso20022-file/import-statement.mdx), [Automate retrieval](bank-reconciliation-automation.mdx) |
| The Universal import stops on a duplicate transaction ID | The same transaction ID appears twice in the file. Check the **Transaction ID Fields**. | [Set up Universal](payment-services/universal/connect.mdx) |

## Retrieving bank transactions

| Message or symptom | Cause and remedy | More |
|---|---|---|
| "No new bank transactions found for bank account …." (EBICS) | This is not an error. The bank was reached and had no new transactions. | [Statements via EBICS](connections/ebics/statements.mdx) |
| "No new bank transactions found for bank account." | There are no new transactions since the last retrieval, or all transactions already exist. | [Retrieve bank transactions](bank-reconciliation/retrieve-transactions.mdx) |
| Transactions are missing via EBICS, for example after deleted lines | EBICS delivers a statement only once. Choose **Read Statement Again** on **EBICS Jobs**. | [Statements via EBICS](connections/ebics/statements.mdx) |
| "The file this order brought is no longer here. …" | The retention policy for EBICS jobs has deleted the file. | [Retention policies](setup/retention-policies.mdx) |
| Older transactions are not retrieved although the bank has them | **Retrieve Transactions From** is later. The date was set by the first **Last Statement Date**. | [Bank account card](bank-accounts/bank-account-card.mdx) |
| Transactions of the current day are missing | **Import Until Date Formula** is `<-1D>`, because the bank may still change transactions of the current day. | [Bank account card](bank-accounts/bank-account-card.mdx) |
| After switching the account information service, transactions arrive again that already arrived through the previous service | For finAPI, EBICS and payment service providers, Business Central recognizes a transaction by its transaction ID only, and the new service assigns its own IDs. Check the first retrievals after every switch and delete lines with transactions that are already posted before posting. | [Combine banking services](connections/mixed-operation.mdx#duplicate-prevention) |
| For camt or Universal accounts, two identical direct debits are both imported | The transaction fingerprint counts identical-looking transactions instead of merging them. | [Retrieve bank transactions](bank-reconciliation/retrieve-transactions.mdx#duplicate-prevention) |
| "The Adyen setup for this bank account is incomplete. …" | The **Transaction Retrieval** FastTab of the **Adyen Connection Setup** is not filled in. | [Connect Adyen](payment-services/adyen/connect.mdx) |
| The **Bank Transaction** FactBox is not shown on an entry | The bank transaction details do not exist, for example because they were deleted. They can only be retrieved again for PSD2/XS2A. | [Bank account ledger entries](bank-accounts/bank-ledger-entries.mdx) |
| "Bank account … is not connected to a service that reports balances." | Payment service providers and Universal report no balance. | [Bank balance and balance chart](bank-accounts/balance.mdx) |

## Application and posting

| Message or symptom | Cause and remedy | More |
|---|---|---|
| "Line … is an entry your bank has not booked yet, so it cannot be applied or posted. …" | The line is pending. It is replaced as soon as the bank reports the booked entry. | [Pending bank entries](bank-reconciliation/pending-entries.mdx) |
| A line is not applied although the entry fits | **Check Application** shows every candidate with its reason for this line. | [Check application](bank-reconciliation/check-application.mdx) |
| After the update to 18.4, payments from payment service providers are applied automatically less often | In companies where they were switched on, the update switches off **Enable Transaction ID Matching** and **Enable Direct Purpose Matching** once. If needed, switch both settings on again in the payment application settings. | [What installation sets up](setup/installation-defaults.mdx#when-updating-to-184) |
| A transfer from one of your own accounts was matched to a customer | **Own Bank Accounts** only prevent customer or vendor bank accounts from being created on posting, not the match. Assign such transactions with a reconciliation rule. | [Own bank accounts](bank-accounts/associated-bank-accounts.mdx) |
| Posting error for the missing **AR Clearing Account** or **AP Clearing Account** | The clearing account is missing in the general posting setup for the line's combination. | [Clearing accounts in the general posting setup](setup/general-posting-setup.mdx) |
| "General Posting Setup is missing for Gen. Bus. Posting Group …, Gen. Prod. Posting Group …." | The line's combination does not exist in the general posting setup. | [Clearing accounts in the general posting setup](setup/general-posting-setup.mdx) |
| **Bank Account Reconciliation Line Posting** is *Direct Posting* although you want to post through a clearing account | *Direct Posting* is the default that the installation sets once per company. Change the setting in Banking Setup. A reinstallation or an update does not overwrite it. | [Banking Setup](setup/banking-setup.mdx) |

## Payments and direct debits

| Message or symptom | Cause and remedy | More |
|---|---|---|
| "We're sorry, but you can only carry out payments to your bank account if it is an online connected bank account. …" | The journal batch's balancing account is not connected through 365 business Banking. | [Journal batches for banking](setup/journal-batches.mdx) |
| "We're sorry, but payment method … is not supported by bank account …." | The bank does not permit the payment method on this account, or the connection does not support it (for example instant transfer via file). | [Bank account capabilities](bank-accounts/capabilities.mdx) |
| "The bank account does not support future dated SEPA credit transfer. The posting date must be today." | The bank does not allow future-dated transfers for the account. Set the posting date to the current date. | [Payment methods](setup/payment-method-setup.md) |
| "The posting date cannot be in the past." | Set the posting date to the current date or later. | [Carry out payment](bank-payment/carry-out-payment.mdx) |
| "Recipient details are incomplete for payment journal line …. Please verify the recipient name, IBAN and BIC." | The recipient's name or IBAN is missing. Check the recipient bank account. | [Recipient bank accounts](bank-payment/recipient-bank-accounts.mdx) |
| "Recipient details are incomplete for payment journal line …. An international credit transfer needs the recipient name, the IBAN or the account number, and the BIC." | The bank account pays under the international rules. Enter the IBAN or the account number and the BIC on the recipient bank account. A bank code alone is not sufficient. | [International payments](payment-types/international-payment.mdx) |
| "The … of payment method … cannot be used for bank account …. Bank account … pays under the international (SWIFT) rules, and instant credit transfer exists only within SEPA. …" | Choose a payment method with *SEPA Credit Transfer* or *SEPA Collective Credit Transfer*. | [International payments](payment-types/international-payment.mdx) |
| "Payment journal line … cannot be carried out as an instant credit transfer. …" | Via EBICS: the line cannot be carried out as a SEPA payment (another currency, no IBAN, or a bank outside the SEPA area). Carry it out from a journal with *SEPA Credit Transfer* or *SEPA Collective Credit Transfer*. It is then carried out as a foreign credit transfer. | [Payments via EBICS](connections/ebics/payments.mdx#foreign-credit-transfers) |
| "Line … has no recipient town and country. …" | A foreign credit transfer in a currency other than euro or to a bank outside the EU/EEA requires the recipient's postal address. The same applies to a Euro urgent credit transfer to a bank outside the EU/EEA. Enter the town and country on the vendor, customer, employee or remit-to address. | [Payments via EBICS](connections/ebics/payments.mdx) |
| "We're sorry, but payment method *Euro Urgent Credit Transfer* is not supported by bank account …." | The Euro urgent credit transfer is only available via EBICS, and only if your bank offers it. Other banking connections (PSD2/XS2A, pain file, payment service providers) do not support it. If the order was added to your EBICS contract only after connecting, choose **Get Bank Accounts** on the bank account card. | [Euro urgent payment via EBICS](payment-types/euro-urgent-payment.mdx) |
| "Payment journal line … cannot be carried out as a Euro urgent credit transfer. A Euro urgent credit transfer can only be made in euro, …" | The line is in another currency. Carry it out from a journal with *SEPA Credit Transfer*. Via EBICS, it is then carried out as a foreign credit transfer. | [Euro urgent payment via EBICS](payment-types/euro-urgent-payment.mdx) |
| "Recipient details are incomplete for payment journal line …. A Euro urgent credit transfer needs the recipient name and the IBAN." | Add the name and IBAN on the recipient bank account. The BIC is optional for a Euro urgent credit transfer. | [Euro urgent payment via EBICS](payment-types/euro-urgent-payment.mdx) |
| "The … of payment method … cannot be used for bank account …. Bank account … pays under the international (SWIFT) rules. A Euro urgent credit transfer is handed in over EBICS only, …" | The bank account is a file account with the payment scheme *International*. The Euro urgent credit transfer is only possible through an EBICS account. | [Euro urgent payment via EBICS](payment-types/euro-urgent-payment.mdx) |
| Before submitting, **Carry Out Payment** asks whether to continue despite the reporting obligation under section 67 AWV | At least one payment goes to a recipient outside Germany and is over EUR 12,500. This is a reminder, not an error. **Yes** carries out the payment, **No** cancels. You file the report to the Deutsche Bundesbank separately. | [Payments via EBICS](connections/ebics/payments.mdx) |
| "Payment journal line … has no recipient bank account. …" | Choose a bank account of the customer or vendor on the line that is released for payments. | [Recipient bank accounts](bank-payment/recipient-bank-accounts.mdx) |
| "The bank account … of … is not released for payments. …" | The recipient bank account still has the status *New*. Release it before you carry out the payment. | [Recipient bank accounts](bank-payment/recipient-bank-accounts.mdx) |
| "The amount must be positive to create a payment. …" | The line has an amount ≤ 0, for example after credit memos. | [Carry out payment](bank-payment/carry-out-payment.mdx) |
| "The Verification of Payee (VoP) check needs your attention for the following recipients before the payment is carried out: …" | On **Carry Out Payment**, at least one line has a verification of payee result other than *Recipient confirmed* or *Check not applicable*, for example *Name differs slightly* or *Not checked*. The message lists the affected recipients. Check the recipients before you continue. | [Verification of payee (VoP)](bank-payment-vop.mdx) |
| "One or multiple of the bank accounts used in the cash receipt journal lines has a Verification of Payee (VoP) status other than 'Recipient confirmed' or 'Check not applicable'. …" | When collecting direct debits, the verification of payee is not confirmed for at least one bank account of a payer. Check the bank accounts before you continue. | [Verification of payee (VoP)](bank-payment-vop.mdx) |
| "The bank transfer for the payments must be carried out before you can post the lines. …" | Posting is only possible once all lines are *Completed*. Choose **Carry Out Payment**, or wait for the bank's response. | [Carry out payment](bank-payment/carry-out-payment.mdx) |
| "… journal lines were handed in to the bank but not posted, because they wait for the bank's status report. …" | After **Carry Out Payment and Post** via EBICS: the completed lines are posted, the pending lines remain in the journal. Post them once the bank reports them as completed. | [Carry out payment](bank-payment/carry-out-payment.mdx) |
| "There are remittance advices that have not been printed for payment journal …. …" | The remittance advices for lines with a remittance advice have not been printed or sent yet. | [Remittance advice](bank-payment/remittance-advice.mdx) |
| "The prenotification for cash receipt journal line … has not been sent or printed yet. …" | **Prenotification Mandatory** is turned on. Send or print the prenotification first. | [Prenotification](direct-debit/prenotification.mdx) |
| "The bank accounts with online banking have different creditor identifiers, so the creditor identifier of mandate … cannot be determined. …" | The message appears when you print or send a SEPA direct debit mandate. Fill in the **Collecting Bank Account** on the mandate, or choose it on the request page when printing. | [Direct debit](payment-types/direct-debit.mdx) |
| "CORE and B2B direct debits cannot be sent in one file. Carry them out separately." | Via EBICS and pain file, a run may contain only CORE or only B2B direct debits. Customers with the partner type *Company* are collected by B2B, all others by CORE. Create separate suggestions and carry them out one after the other. | [SEPA direct debit in the cash receipt journal](cash-receipt-journal.mdx) |
| "Customer … has not authorized a payment method that can be collected from. …" | Collection via a payment service provider in the cash receipt journal: the customer bank account in the **Payer Bank Account** field requires a successful payment authorization. | [Collect payments via payment service providers](payment-services/collect-payment.mdx) |
| "The bank account … does not support standing orders." | Standing orders are only available via PSD2/XS2A, and only if the bank offers them. | [Standing order](payment-types/standing-order.md) |
| "The payment import is pending approval and cannot be carried out yet." | The SEPA payment import has not been approved yet. | [Approval and verification of payee](sepa-payment-import/approval-and-vop.mdx) |
| "You cannot change payment import … while its approval status is …. …" | A payment import pending approval or already approved is locked. Choose **Reopen** (withdraw a pending request first), and then send it for approval again. | [Approval and verification of payee](sepa-payment-import/approval-and-vop.mdx) |
| "The selected bank account does not support SEPA Credit Transfers. …" | Choose another bank account for the SEPA payment import. | [SEPA payment import](sepa-payment-import.mdx) |
| A collection via a payment service provider fails, the invoice remains open | The cause is shown in the **Payment Transaction Log** under **Error Message** and, for collections from the cash receipt journal, also under **Collection Error** on the line. Check the payment authorization and the payment method. | [Collect payments via payment service providers](payment-services/collect-payment.mdx) |
| "… journal lines were collected but not posted, because the payment service has not reported their outcome yet. …" or "Journal line … was collected, but the payment service has not reported its outcome yet. …" | The collection from the **Cash Receipt Journal** is still open at the payment service, and the line has the **Payment Status** *Pending*. Choose **Check Status at Payment Service** on the line, and post it once it is *Completed*. | [Pending collections](payment-services/collect-payment.mdx#pending-collections) |

## Contact support

Contact the [Service Desk](https://servicedesk.365businessdev.com/). Have the following details available: the exact message, the bank account, the bank connection and, for EBICS, the **Order Number** of the submission or the entry on **EBICS Jobs**.

## See also

- [Frequently asked questions (FAQ)](faq.mdx)
- [Bank connections](connections/index.mdx)
- [Glossary](concepts/glossary.mdx)