If a payment looks delayed, here's how to check on it and the most common reasons funds haven't reached your account yet.
First, check the payment status
Open the reservation in your Ande Venue Portal and look at the Payments tab. When a payment clears, you and your client each automatically receive a "Payment Received" email. See Monitoring Payment Status.
When funds typically arrive
Credit card: usually within 1–2 business days of the client's checkout.
ACH bank transfer: deposited to your account the same day the client's funds reach Ande — but only after the client's finance/AP team actually sends the transfer.
Common reasons a payment looks delayed
You received an ACH Payment Intent email, not a payment. That email only means the client intends to pay by ACH — it is not confirmation that funds were sent or received. You'll get a separate "Payment Received" email once it clears. See ACH Payment Intent Notifications.
The client's AP team hasn't sent the ACH yet. ACH transfers are initiated by the client's bank, so timing depends on when they send it.
A credit card payment is still within the 1–2 business day window.
The payment didn't go through. If your client says their card was declined, see "What to Do If a Payment Is Declined."
How payouts appear in your bank deposits
Each deposit carries a memo code so you can reconcile it to the event, in the format:
Ande <venue name> <event date> <tripleseat event ID>
The 0.6% processing fee is already deducted on a net basis, so your deposit reflects it.
Still don't see it?
If the payment has cleared on your client's side but you don't see the payout after the timelines above, contact [email protected]. For full payout, fee, and dispute details, see the Ande Payments Finance FAQ.