This can happen for a number of reasons. We've included some troubleshooting below.
When did you transfer?
It can take up to five working days for your payment to arrive in our system. The reminder might have overlapped with your payment. In this case, please ignore the reminder.
You can check the payment status in the Invoices section.
Did you pay for several orders in one transfer?
Our system can't handle combined payments so it will assume one order is still unpaid. It’s important you pay for each order in a separate bank transfer to make sure we can clearly identify your payment.
Did you ask to return all or part of your order?
It can take up to 14 days to process your return and credit your account.
Did you input the right reference?
For bank transfers, you always need to input the reference exactly as it is on the payment information, so we know which order you're paying for.
Was your transfer returned to you? Did your payment bounce?
If you don't input the bank transfer details properly, the payment can be automatically returned to your account. The best place to start is checking the transactions on your bank account.
Did you pay using a payment template in your online banking?
If you use a payment template, your bank will add the last used ESR payment reference number. And in that case, we'll have linked this payment with the order the ESR was connected with. Please check your last few orders to see if the payment was linked to one of them.
If you still have problems making a payment, get in touch with our customer service team, and we'll check everything for you. Please include your receipt for payment, which lists the sending account, the receiving account/IBAN, the reference and the date it was paid (value date).