If your reimbursement hasn’t hit your account yet, there may be a few reasons.
Before you reach out to our team, take a look at this help article—it covers the most common things to check first.
1. Check it has been approved first.
In order to receive the funds from a reimbursement, it must be approved first by your employer, once they review the transaction and receipt, if applicable. To check if it has been approved, login to your Ben account, review the reimbursement and check if it's noted as 'Approved'.
2. Check your bank details.
Many reimbursement delays happen when an account number or sort code is entered incorrectly. It's actually the main reason for reimbursements declining. If the details are wrong, the transfer will fail when our finance team attempts to make payment. Review your bank details by checking out the article: How to update the bank details for your reimbursement
If your bank details are incorrect then update them and let our team know so we can retry payment.
3. Check if you received an email/notification from our team.
In order to make the reimbursement process smoother, we now send emails/in app notifications with updates on your reimbursement status. The emails we send are as follows:
Reimbursement Request Rejected: We send this email when your reimbursement has been rejected by your employer, usually with a reason given for rejection.
Reimbursement Request Approved: Payment in Progress: We send this email when the reimbursement has been approved by your employer and the payment is now in progress, ready to be received within 10 working days.
Reimbursement Payment Complete: We send this email when the payment has now been processed successfully and should be received within 48 hours.
Payment Failure: Invalid Bank Details: We send this email when the payment has failed, due to incorrect bank details being submitted. Within this email, there is a button to update your details.
4. Check the reimbursement status.
Your reimbursement should have the current status of it's progress outlined on the request. See below what each status means:
Pending Approval: Awaiting review. Once approved, payment will be processed to your account
Rejected: Your reimbursement request was rejected. Reach out to your reviewer for more information.
Payment in progress: Your reimbursement has been approved and payment is on its way. No action required.
Payment failure: Payment could not be completed. See the transaction details for more information.
Complete: Your reimbursement has been paid. No action required.
Cancelled: This reimbursement was cancelled and won’t be paid out.
If you still have questions that were not answered in this help article, reach out to our support team who are happy to assist.