Context

If you notice an increase in pending Open Banking sessions or delayed settlements and wonder if there is an outage. This article explains how to quickly determine whether there is a provider/bank incident, distinguish between pay-in status vs. settlement/payout status, and gather the right details to investigate further.

Answer

Use the steps below to verify service status, isolate whether the issue is with pay-ins or settlements, and collect the correct references for support.

1. Check the Augustus Status Page for incidents

   Visit https://status.getivy.io to see real-time platform updates and any bank-specific incidents (e.g., temporary outages at a connected bank). If there is an active incident, follow the updates there.

2. Differentiate between pay-ins vs. settlements/payouts

   • Transaction statuses: Understanding status meanings helps identify real issues:

     • Processing: Appears when a user opens a checkout session and begins selecting their bank. If the user never initiates the payment, this status remains for one hour before expiring to "cancelled" status. This is normal behavior for abandoned checkouts.

     • Authorised/Waiting for payment: Indicates a payment request has been accepted by the bank, but funds have not yet settled.

     • Paid: Confirms funds have actually settled in the holding account.

   • Payment status vs. settlement timing: SEPA credit transfers can take 1-3 business days to settle, while SEPA instant transfers settle immediately. A pending session following normal settlement timelines is not necessarily problematic.

   • Pay-ins (conversion/checkout): If pay-ins are processing normally, pending sessions may stem from delayed webhook updates from a banking provider. In such cases, transactions can still succeed even if status updates are delayed.

   • Settlements/Payouts: If you are waiting for funds to settle, review settlement status in your dashboard. A spike in pending sessions does not necessarily imply a settlement issue. The dashboard status serves as proof of payout—a screenshot can be used to confirm the status of funds. Note that once a payout has been initiated, it cannot be processed faster or prioritized.

3. Review transaction and settlement details in the Merchant Dashboard

   Go to https://merchant.getivy.de/dashboard/home to verify the status of pay-ins and settlements and to retrieve the correct Reference IDs for investigation.

   You can also check which banks support instant SEPA vs. SEPA credit rails by filtering in the banks tab of the dashboard.

4. Gather and share the correct identifiers if you need help

   Provide the Reference IDs for the affected items. This allows Ivy Support to investigate specific transactions or settlements quickly.

5. Monitor for bank/provider incidents

   If a specific bank is experiencing an outage, transactions may intermittently fail or be delayed until the bank resolves the issue. Important: Payments that are left in an 'authorized' state during a SEPA outage will not be able to complete and will eventually fail. These transactions cannot be recovered or completed after the outage is resolved due to backlogs in the clearing systems. Keep an eye on the status page and your dashboard; processing typically resumes automatically for new transactions once the bank stabilizes.

Sources:

• Ivy Status Page: https://status.getivy.io

• Merchant Dashboard: https://merchant.getivy.de/dashboard/home