The sent status means Conekta has already transferred the funds to your bank. From that point on, the credit depends on interbank transit and your bank's processing, which can take anywhere from a few minutes to the next business day.
Quick checks
- Make sure you're checking the bank account registered in the Conekta Panel, not another account at the same bank.
- Check whether the payout was sent on a weekend or holiday: the credit moves to the next business day.
- Review the day's transactions in your online banking; some banks show credits with a delay of several hours.
- Check the status in the Conekta Panel again: if it changed to failed, the cause is in the details.
Trace the bank transfer with your bank
En Panel Conekta: Balances → Payouts
In the payout details you'll find the send date, the exact amount, and the reference or tracking key of the bank transfer. With those three details, your bank's disputes department can locate the credit even if it doesn't appear in your transactions yet.
When to contact Support
Escalate the case if more than one business day has passed since it was sent and your bank can't locate the bank transfer with the tracking key. Include in your request: the payout ID, the send date, the amount, the tracking key, and the last 4 digits of the destination CLABE. Follow How to contact the Conekta Support team to choose the right channel.
Next step
To understand each stage of the payout, see What each payout status means.