If a business paid you through Cleo Pay and the money hasn't reached your bank, it's almost always waiting on you. Either you haven't finished signing up, or Cleo Pay has no bank account it can pay you in. Sign in at app.cleo-pay.com, finish the steps you didn't get to, and the payment is released on its own.
How to tell your money is waiting on you
Check your inbox for one of these emails from Cleo Pay. The subject line tells you what's missing.
| Subject line | What it means |
|---|---|
| "You have a payment of [amount] waiting for you on Cleo Pay" | You haven't created your account yet. |
| "Reminder: [amount] from [business], [number] days left to claim" | Same, and the claim deadline is coming up. |
| "Final notice: your [amount] payment expires tomorrow" | The money goes back to the business in less than a day. |
| "Connect a bank account to receive [amount] from [business]" | You have an account, but no bank Cleo Pay can pay into. |
| "You have [amount] waiting from [business]" | Same. The money has reached Cleo Pay and is being held for you. |
Reminders of the bank emails start with "Reminder:". On the business's side, the payment shows as Held, so they can see it's waiting on you too.
Pick up where you left off
- Open the email and click Claim Your Payment or Connect bank account. You can also go to app.cleo-pay.com and sign in.
- Sign in with the same Google account or email address you used the first time. Don't create a second account.
- If you never finished signing up, Cleo Pay takes you back to the step you stopped at. If you did finish, and only the bank is missing, go to Settings, then Bank Accounts and click Enter bank details or Add Bank Account. Finish whichever steps are left:
| Step | What it needs |
|---|---|
| Tax Information | Your W-9 details and signature. See How to submit your W-9. |
| A 6-digit code we email you. If it's the email you signed in with, it's confirmed for you. See I didn't get my verification code. | |
| Bank Account | Your routing and account numbers. Click Add Bank Account, then Review bank details, then Save bank account. See How to add your bank account to get paid. |
| Last step | Click Connect with [business]. This is what accepts the payment. Don't close the page before you click it. |
When the last step works, you land on your Get Paid page.
When the money arrives
Once your bank is saved and you're connected, Cleo Pay sends the payment on its own. It usually arrives in 1 to 3 business days, not counting weekends and bank holidays. You'll get an email when it's on the way. See When will my payment arrive?
The 30-day deadline
If you were invited to claim a payment, you have 30 days from the day it was sent. After that the money goes back to the business that sent it, and the link in the email shows "This link is no longer valid." If that happens, ask the business to send the payment again.
If you used a different email
The payment is tied to the email address it was sent to. Cleo Pay only matches it to your account once that same address is confirmed in the Email step. If you signed up with another address, enter the one the payment email went to in the Email step and confirm it with the code. If a code went to the wrong address, click Use a different email.
If you see "This invitation was sent to an email that is not verified for your business", this is the cause.
Still stuck?
If you can't sign in, or you've finished every step and the payment still says it's waiting, email support@cleo-pay.com. Include the name of the business that paid you, the amount, and the email address the payment email was sent to.
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