A payment collection failed
What to check when a customer's payment didn't go through, and how to recover it.
Last updated June 1, 2026
Most failed collections come down to a few common causes. Here's how to find and fix them.
Check the usual causes
- Wrong account number: a transfer to a non-existent Boldswitch account fails at the network layer and reverses to the sender automatically, usually within minutes.
- Different bank: a transfer sent to another bank must be recalled by the sender from that bank. Boldswitch cannot recover funds held by a third party.
- Expired link or window: a hosted checkout link and a collection both have a limited window. Generate a fresh one for the customer.
- Verification failed: if the payment couldn't be verified, the collection shows as failed.
What to do
- Open the transaction in your activity feed and read the exact reason shown.
- If the link expired, send the customer a new payment link.
- If money left the customer's account but didn't arrive, ask them for proof and contact us.
Tip: Always double-check account numbers before confirming. Most "failed" payments are simply sent to the wrong place.
What's next
- See My settlement hasn't arrived.
- Still stuck? Email support@boldswitch.ng with the reference.
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