> ## Documentation Index
> Fetch the complete documentation index at: https://docs.qlero.io/llms.txt
> Use this file to discover all available pages before exploring further.

# A payment shows as paid but hasn't arrived

> What Paid means in the portal, and what to check before asking.

**Paid** means your record company has recorded the payment as paid in Qlero. It's their record of sending the money, not confirmation that your bank has received it.

Bank transfers take a few working days to land, and longer across borders or currencies, so a gap of a day or two between the status and your bank statement is normal.

## Before you ask

Expand the payment and check three things:

* The **Paid** date. The clock starts there, not at the date you requested it.
* The **Number**, so you can quote it.
* Your own bank details, if your record company pays you against the details you supplied.

Then search your bank statement for the amount before tax as well as the total, since the payment can arrive under either figure depending on how it was sent.

## When to contact your record company

If it's been more than a week, contact your record company with the payment number and the paid date. They can see the payment run behind it and whether their bank reported a problem.

A status of **Failed** means the payment didn't go through and needs their attention. **Payment in progress** and **Approved** mean it hasn't been sent yet, so there's nothing to chase at your bank.

Qlero support can't help with a missing payment. The money moves between your record company and you, so only they can trace it.

## Next steps

* See what each status means in [Payments](/artists/overview/payments).