{"section":"tutorials","requestedLocale":"en","requestedSlug":"payment-was-made-but-not-found-what-should-i-do","locale":"en","slug":"payment-was-made-but-not-found-what-should-i-do","path":"docs/en/tutorials/billing/invoices/payment-was-made-but-not-found-what-should-i-do.md","branch":"main","content":"In this article, you will find possible reasons why your payment has not been confirmed according to which [VTEX branch](/en/docs/tutorials/names-of-vtex-branches-worldwide) the customer is invoiced by. \n\nThe payment must be identified within 48 working hours, and in case it has not been found, you must open a [ticket](https://support.vtex.com/hc/pt-br/requests) with the necessary receipts and select the option **Submit payment receipt**.  \n\nPossible reasons for non confirmation of payment:\n\n### VTEX Billing Branches: Argentina, United States and United Kingdom\n\n- Withholding certificates pending submission.\n- The amount paid was different from the invoice value.\n- Payment not found by the bank.\n\nYou must submit the bank receipt along with the withholding certificates.  \n\n### VTEX Billing Branch: Brazil\n\n- The paid amount is lower than the one charged on the invoice.\n- Payment made by a CNPJ that is different from the one registered on the invoice.\n- Payment made using a method other than the added one.  \n\nIt is essential to submit the bank receipt.\n\n### VTEX Billing Branch: Chile and Mexico\n\n- No payment was found by the bank.\n- The amount at the bank is different from the one on the invoice.\n\nFor both cases, it will be necessary to submit the bank receipt.\n\n### VTEX Billing Branch: Colombia\n\n- \"Certificados de retención\" pending submission.\n- No payment was found by the bank.\n- Different withholdings from those indicated on the invoice.\n\nIt is essential to submit the bank receipt and the details of the withholdings applied to the invoice.\n\n## Solving exceptional cases\n\nIf your admin access is blocked, you should, exceptionally, submit the necessary receipts to the VTEX branch email, from which you are invoiced. \n\n| Country | E-mail |\n| ---------- | ---------- | \n| Argentina | arg-receivables@vtex.com | \n| Brazil | receivablesbr@vtexhelp.zendesk.com | \n| Chile | chi-receivables@vtex.com |\n| Colombia | col-receivables@vtex.com |\n| United States | us-receivables@vtex.com |\n| Mexico | mex-receivables@vtex.com |\n| United Kingdom | europe-receivables@vtex.com |"}