Have you sent a payment to the bank and discovered that the amount, date or recipient is wrong? You may be wondering why a change you make in Catacloud doesn't show up in your online bank. In short: a payment that has been sent to the bank cannot be changed — it must be cancelled and re-entered.
Why can't the payment be changed?
When a payment is approved in Catacloud, it is sent as a payment instruction via our payment partner to your bank. From that moment, the instruction is held by the bank, and neither Catacloud nor the payment partner can edit it. This is a limitation in the banks' systems and applies to all accounting systems — not just Catacloud.
If you change, for example, the amount on the payment in Catacloud after it has been sent, this does not affect the instruction already held by the bank. To change the amount, the original payment must be cancelled, and a new payment with the correct amount must be entered and approved again.
Check the payment status first
Go to Bank → Payments. What you can do depends on which tab the payment is in:
Awaiting approval: The payment has not yet been sent to the bank. It can be deleted, and you can re-enter it with the correct details.
Being processed by bank: The bank has accepted the payment and it is in progress. At this stage it normally cannot be changed or deleted from Catacloud — see below for how to stop it.
Rejected: The payment was not processed. Delete it, correct the issue and re-enter it.
How to change a payment that has already been sent
Cancel the original payment. If it is pending due date at the bank — for example after full approval — it may not always be possible to cancel it from Catacloud. In that case it must be stopped in your online bank, or by contacting your bank. Note that some banks lock payments sent via an integration, meaning they cannot be changed directly in the online bank either. In that case, the bank must stop the payment on your behalf.
Confirm that the payment has actually been stopped before proceeding — check in your online bank or that it appears as rejected/cancelled in Catacloud.
Re-enter the payment with the correct amount, date or recipient: open the voucher in the ledger → Options → Register payment → select bank account.
Approve the new payment under Bank → Payments → Awaiting approval.
Do you have dual approval?
If your company requires two approvals, the same principle applies: a payment that has received all approvals and is pending due date has been sent to the bank and can no longer be changed in Catacloud. Whether — and how long — it can be cancelled before the due date is governed by your agreement with the bank, not by Catacloud. If you are unsure, contact your bank or us.
Watch out for double payment
Important: Never enter a new payment before you have confirmed that the original has been stopped. If the original payment goes through on the due date regardless, you risk paying twice.
When should you contact us?
Contact us in the chat if you are unable to cancel a payment that is pending due date, or if a payment is stuck after you have tried to stop it. Provide the client, amount, due date, recipient and payment status so we can troubleshoot directly with the payment partner. Cancellation of payments already held by the bank often has to be done by your bank.