Why Haven’t I Received My Payment Yet?
There are several potential reasons why your payment may not have been received. Please review the following scenarios to determine which might apply to your situation:
1. Bank Account Details Not Updated
If you updated your bank account details before the scheduled payment date, your payment should be processed as usual.
If you updated your details after the payment date, please allow 24–48 hours for the payment to be credited to your account.
If you still haven’t received the payment after this time, please fill out the Payment Issue Form via our chatbot thru the app or our website.
For instructions on updating your bank account details, refer to this article: Keeping Your Payment Details Up to Date.
2. No Payment Received at All
If you haven’t received your payment within 24–48 hours of the expected date, we recommend first checking with your bank to confirm whether a payment has been credited.
If the bank confirms no payment has been received, please fill out the Payment Issue Form via our chatbot thru the app or our website.
3. ABN Not Updated
Please ensure that your updated ABN is correctly reflected on the Australian Business Register (ABR) website: https://abr.business.gov.au.
If your updated ABN is not yet visible on the ABR site, we will be unable to process your payment until it is.
If your ABN is correctly listed on the ABR site and you still haven’t received your payment, please fill out the Payment Issue Form via our chatbot thru the app or our website.
4. Payment Temporarily On Hold
- In some cases, payment maybe temporarily withheld while we review an issue related to a recent delivery. This can happen is there's a pending investigation or a missing/damaged item claim raised by the customer.
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Once the investigation is complete, the Support team will notify you of the outcome. If the investigation indicates that the missing or damaged item may have resulted from an action taken by you, the cost of the item will be deducted before payment is released.
Form Submission Guide
When reporting a payment issue, please follow the steps below to ensure your request is submitted correctly and can be resolved as efficiently as possible.
Step 1: Select “Payment Issues”
When prompted by our chatbot, make sure to choose “Payment Issues” as the category. This ensures your request is directed to the appropriate team.
Step 2: Complete the Required Fields
Please provide the following mandatory information in the form:
Name
Your full name as registered in your profile.Email Address
Use the same email address associated with your Sherpa account.Brief Description
Include a clear summary of your payment issue.
To help us investigate quickly, please provide as much relevant detail as possible—such as the Job ID or Run ID.
Tip: Including specific details like dates, run/job IDs, and the nature of the issue (e.g., “bank details updated late” or “ABN not reflected on ABR”) will speed up our response time.
What Happens After Submitting the Form?
Once you submit the Payment Issue Form through our chatbot (select Payment Issues), a team member will contact you within 24–48 hours to assist you further.