If you are expecting a payment and have not received it yet, please review the information below.

TABLE OF CONTENTS

Invoice Status


Payments are made based on your invoice's status, which you can check in the Invoices/Payments module of your Worksuite account. Read Invoice Statuses in Worksuite to learn what each status means and who to contact at each stage.

Banking and Tax Information


To process your payments, your bank account details must be entered and validated in your Worksuite profile. Once completed, the Bank Details page will look like this:

We must also have received your tax information. Please review Payments Onboarding to learn how to complete your profile with bank and tax details.

How can holidays affect your payment?


U.S. bank holidays can delay the standard processing timeline, and local holidays in your country can affect when your bank applies the funds. See Payment Processing - Holidays 2024-2026 for the dates.

Invoice in Paid Status - Funds Not Received


If your client uses Worksuite's Global Pay service, your invoice is paid once:

  • We have received your bank and tax information
  • Your client has approved your invoice and scheduled it for an upcoming pay run
  • The pay run has started and we have received your client's funding, at which point the invoice moves to In Flight and the payment is on its way to you
  • The invoice is marked Paid 3 to 6 days after entering In Flight, depending on the expected delivery time, when we expect you to have received the funds


Once a payment is sent, we can't see exactly when it reaches your account. Delivery usually takes 1 to 6 business days, depending on your bank account's country. The Paid status reflects our expectation that you have received the funds, so your invoice may be marked as Paid before or after the money reaches your account.


Paid, but you don't see the funds? Request a Proof of Payment

You can download a proof of payment (POP) yourself, directly from Worksuite:

  1. Open the paid invoice in your Worksuite account.
  2. Click the Request proof of payment button.
  3. Within a few minutes, you'll receive an email with your proof of payment (PDF) attached when it is available for that payment.

Review the document with your bank. If it includes a Unique End-to-End Transaction Reference (UETR), share it with them so they can locate the payment. For more details, see How to Request a Proof of Payment (POP).


If the funds are still missing after you've reviewed the proof of payment with your bank, click the Support button at the bottom left of your Worksuite profile, or submit a request through the Help Center, to reach our Payments Support team. We'll be happy to trace the payment for you.


If your client pays you outside Global Pay, please contact your client directly about the payment.