What does the "AuthorisedPending" payment status mean?

Final completion is pending

The AuthorisedPending payment status applies only to point of sale transactions.

It means that the customer’s bank has approved the payment, but the terminal has not sent the final completion message. The dual-message authorization process is needed because while the terminal is waiting for the issuer's response, the transaction could be interrupted (for example, the shopper could have prematurely removed the card, the transaction could have been canceled by the shopper or store associate, or the connection could drop).

The completion message is typically received  within 5 minutes after the payment was completed on the terminal.

No completion message received

If the completion message is not received within 72 hours after the payment is made, then the payment will be booked as “Canceled” with the reason “No completion message received”. 

How to prevent this

Canceled transactions due to “No completion message received” are usually caused by network issues on the terminal.

To solve this error, the first thing to do is run a network connection test on the terminal to confirm that the terminal is still connected successfully to the network. 

If the connection test is successful and this issue is still occurring please check the configuration of your network to confirm it can send these messages successfully.

Tip: For transactions that have been canceled due to “No completion message received”, you can retry canceled transactions.

What do I do if my payment is currently in AuthorisedPending state?

Wait 72 hours. The completion message will likely come through once connectivity issues are solved, as described in the above section. 

If the payment is canceled after 72 hours, you can recover it by following the steps in the next section.

If it’s been 72 hours and the payment is still stuck in AuthorisedPending, please get in touch with Support for further assistance.

It's possible to set up an autocompletion feature for the cases where connectivity issues prevented the completion message from reaching the platform, please reach out to Support to set this up. 

How to recover canceled payments

For transactions canceled due to "No completion message received," you can retry them via a cancel reversal. If you need to reverse cancellations in bulk, you can contact the support team for assistance.

Cancel reversal availability is dependent on the scheme. If unavailable, you can attempt a re-authorization.