Cleo Pay shows a status in two places. Every bill on the Pay page has a bill status, like Awaiting Payment, Payment Held or Paid. Inside a bill, each payment has its own status, like Processing, Held or Completed. The bill status tells you where the bill stands. The payment status tells you what happened to the money.
Bill statuses
You see these on the Pay page and in the Status row when you open a bill.
| Status | What it means | What you do |
|---|---|---|
| Awaiting Approval | The bill is waiting for someone in your approval workflow. | The approver approves it. See How bill approvals work. |
| Awaiting Payment | The bill is approved, or didn't need approval, and nothing has been sent yet. | Pay it when you're ready. |
| Processing Payment | A payment on this bill is moving right now. | Nothing. It changes on its own. |
| Payment Scheduled | A payment is set to go out on a future date. | Nothing. To change it, open the bill and use Edit Scheduled Date or Cancel Scheduled Payment. |
| Partially Paid | Part of the bill has been paid and the rest is still open. | Pay the rest when you're ready. |
| Payment Held | Your payment is waiting on the vendor. They haven't accepted your invitation, or they don't have a bank account we can pay. | Remind the vendor. Hover over the status to see which one. See Why is my payment held? |
| Payment Error | A payment didn't go through. | Open the bill to see why and retry. See Why did my payment fail? |
| Payment Returned | A bank sent the payment back. It can be the vendor's bank or yours. | Hover over the status to see the bank's reason. See A vendor's bank sent back my payment or Why did my payment fail? |
| Paid | The bill is paid in full. | Nothing. |
| Declined | Someone on your team declined the bill. It won't be paid. | Nothing, unless it was a mistake. |
| Cancelled | The bill was cancelled. Cleo Pay also cancels a bill on its own if a vendor's invitation expires while a payment is held for them. | Nothing. |
The status filter on the Pay page lists eight of these: Awaiting Approval, Awaiting Payment, Payment Scheduled, Partially Paid, Payment Error, Paid, Declined and Cancelled. To find held payments, filter by Partially Paid. To find returned payments, filter by Payment Error.
Payment statuses
Open a bill to see its payments. A Payment Transactions list shows up on bills that were sent as more than one transfer or that have a scheduled payment. Each row has one of these statuses.
| Status | What it means |
|---|---|
| Scheduled | The payment is waiting for its date. It goes out at 9:00 AM ET that day. |
| Ready | The payment is queued to go out. |
| Processing | The money is moving. When you pay from your linked bank, this covers both steps: the pull from your bank and the payment to the vendor. |
| Completed | Cleo Pay finished sending the payment to the vendor's bank. |
| Failed | The payment didn't go through. The reason shows on the row after "Error:". |
| Cancelled | The payment was stopped before it went out, for example a scheduled payment you cancelled. |
| Held | The payment is waiting for the vendor to accept your invitation or add a bank account. |
| Refunding | A cancelled payment's money is on its way back to you. |
| Refunded | A held payment was cancelled. Either the pull from your bank was stopped before it settled, or the money is in your Cleo Pay balance. |
| Returned | The vendor was paid, but the money pulled from your bank for this payment came back from your bank. This one needs our team. Email support@cleo-pay.com. |
Payment details in the activity log
Every bill also has an Activity Log tab. Click a payment event there to open Payment details, which shows each payment with its status, where it was paid from and any problem in plain words. The labels there are a little different: Held shows as "On hold", Cancelled as "Canceled", and a payment a bank sent back as "Returned by the bank".
Still not sure?
If a status doesn't match what you expected, email support@cleo-pay.com with the bill's invoice number, the vendor's name and the status you see.
Learn more: Accounts payable with Cleo Pay
Did this answer your question?
Still need help?
Send us a message and a person on the Cleo Pay team will reply by email.