Why is the payment status not updating?

Troubleshooting Tips:

1. Use the View Payments functionality in the Customer Portal - User area of the Admin Center to verify the customer submitted a payment and did not cancel the payment.
2. Wait the minimum amount of time as described in the table below under "Update Timing"
   
3. Verify with LTi that the Portal is syncing with ASPIRE
   

The Customer Portal enables borrowers to make one-time EFT payments and cancel those payments they have second thoughts about making.

 To help the borrower understand whether their requested activity (make a payment, cancel a payment) is progressing or completed, the Portal provides one of a few possible Status values for each payment request:

Status	Description	Update Timing
Pending	Awaiting transfer to ASPIRE	Immediately upon payment submission in the Portal
Scheduled	Alternate EFT record has been created in ASPIRE	Within 15 minutes of payment submission
Pending Cancel	Awaiting ASPIRE confirmation of payment cancel	Immediately upon payment cancel in the Portal
Canceled	Alternate EFT record has been “canceled” (i.e., Payments Processed set to 0, without a record having been pulled into an EFT Generation batch)	Within 15 minutes of payment cancel
Paid	Alternate EFT record has been processed (i.e., Payments Processed set to 0 due to the record having been posted in an EFT Generation batch)	Within 15 minutes of EFT batch posting

Troubleshooting Tips:

1. Wait the minimum amount of time as described in the table above under "Update Timing"
   
2. Verify with LTi that the Portal is syncing with ASPIRE

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