In this article, you can find Frequently Asked Questions related to Bill Pay.
1. What are the Bill Pay transaction fees?
You can refer to our pricing page (https://spenmo.com/pricing/) or check with your account manager for your bill pay rates.
2. Are there any additional fees?
Spenmo does not charge any additional fees. Any fees incurred will be dependent on the receiver's bank charges.
3. How long does it usually take for the invoice(s) to be processed?
As long as you send your invoice(s) to email@example.com before 6pm SGT or 5pm WIB, it will be reflected on your dashboard within 3 hours and processed on the same day.
4. What if I don’t have the invoice(s) number to be inputted on the payment details?
We highly recommend inputting the invoice(s) number so you can track the status of your bill pay transaction afterwards.
However, if you use bill pay for payroll or other cases where you don't have any invoice(s) number, you can leave the "Invoice Number" field empty.
Our system will process this transaction with an auto-generated invoice number so that you will be able to track the status of your bill payment transaction. This applies to bill pay transactions with any method, both for single bill payments and multiple bill payments (bulk).
5. How long does it usually take for the money to reach the recipient?
Local payments will usually arrive on the same business day.
International payments can take anywhere between 1-5 working days. Do reach out to our customer support at firstname.lastname@example.org if you would like more detailed information about your specific payment.
6. My recipient has not received the money after 5 working days.
Step 1: Check the receipt that we sent you upon making the payment to check that the payment details are correct. Most delayed payments are due to incorrect payment details for the recipient.
Step 2: If all the details are correct, you can request from Customer Support (email@example.com) the MT103 payment message of your transaction. The MT103 allows you to check with the receiving bank if the funds are being held there. This is because the bank’s compliance procedures may require you to provide additional documentation such as contract agreements or invoices.
7. My recipient says the money is being held in the receiving bank.
In these situations, the receiving bank for compliance reasons must conduct additional verification directly with you.
Do contact the receiving bank to find out what documents they require for the funds to be released.
Banks will usually require you to provide documents to prove that money should be credited to the account - examples of such documents are contract agreements or invoices.
8. How do I check the exchange fees or lock in the exchange rate?
To lock in the exchange rate, you will have to turn on your bill pay approvals feature. You can do so by contacting Customer Support (firstname.lastname@example.org). The rate listed for your bill payment will be locked for 24 hours, during which you will have to approve the payment. If more than 24 hours have passed, please re-submit the invoice to get a new rate.
9. What is the latest time I can send an invoice in to be processed on the same day?
Please send your invoice to email@example.com before 6pm SGT or 5pm WIB if you would like for your invoice to be processed on the same day.
However, for payments to China, please send your invoice to our email before 4pm SGT or 3pm WIB if you would like for your invoice to be processed on the same day.
Please fill in this form for any additional assistance required.