Key takeaways
- A payment shown as In review has arrived, but Align's banking partner is holding it until you explain what it's for. This is a routine check, common with a first payment from a new payer or an unusually large one.
- Answer from the payment's page: upload at least one document, such as the invoice or the contract behind the payment, and write a short note on what it's for and who sent it.
- Once you've sent them, the payment reads In review · We have your documents, and the reminders stop. Align passes your documents to its banking partner.
- Answer promptly. An information request left unanswered can lead to your account being paused.
The short answer
If a payment you received shows In review, the money has arrived but Align's banking partner is holding it until it knows what the payment is for. You'll see a banner in AlignPay and get one email listing every payment waiting. Open the payment, upload the invoice or contract behind it, add a short note on what it's for and who sent it, and send. That's usually all that's needed.
What to do
- Open the payment from the banner on any page, or from the email.
- Upload at least one document that shows what the payment is for. The invoice you issued is usually the best; a contract or purchase order helps too.
- Write a note on what the payment is for and who sent it, in at least a sentence. For example: "Payment from Northwind Trading GmbH for invoice INV-20261028-0021, October consulting."
- Send. The payment then reads In review · We have your documents.
Any admin or member of your business can answer. Viewers can see the payment but can't send documents.
Reminders
Align sends one email per business, listing every payment on hold, rather than one per payment. If a request stays unanswered, reminders follow after a day, three days, a week, and then weekly, and stop as soon as you've sent something. An unanswered request can lead to your account being paused.
If you've already sent the documents by email, the team records that, and the payment shows the same way.
How to avoid holds
- Invoice every payment, and ask payers to put the invoice number in the payment reference. The sender's name and reference show on each incoming payment in AlignPay, which also helps you match it.
- Use your exact legal name on invoices, so the payer's bank and ours see the same name.
- Tell Align about large or unusual payments before they arrive, such as a first payment from a new major customer.
- Keep your KYB details up to date, especially what your business does and who its customers are. See what documents you need to open a business account.
If a payment you sent is returned instead, see why international payments get rejected or returned.
Sources
- Align docs, Business (KYB) verification and 1st party and 3rd party payments
Common questions
- Is my money lost?
- No. The payment has arrived and is held, not returned. It's released into your account once the banking partner has what it needs.
- What documents should I send?
- Anything that shows what the payment is for: the invoice you issued, the contract or purchase order, or correspondence with the payer about the order. Make sure the payer's name and the amount on the documents match the payment.
- How long does a review take?
- There's no fixed time: it depends on the banking partner's review once your documents reach it. Sending clear documents quickly is the best way to shorten it.
- Why was my payment held?
- Banks and payment providers must understand the payments they handle, under anti-money-laundering rules. A first payment from a new payer, an unusual amount, or a reference that doesn't say what the payment is for are common reasons. Align isn't told the exact question, so it asks for the documents that usually answer it.
This guide is general information, not legal, tax or financial advice. Rules and providers' terms change; check the sources linked above and take advice on your own situation.