A Pending payment isn't necessarily a problem: several payment methods are confirmed asynchronously. What matters is knowing what a normal wait is for each method and when it's actually worth investigating.
Expected times by method
- Card: confirmation is almost immediate. A card payment that's still pending after a few minutes deserves a look.
- SPEI bank transfer: it usually shows up within a few minutes, although it can take longer if the sending bank has delays.
- Cash: the payment stays pending until the buyer goes to pay; once they pay at the physical location, confirmation can take from a few minutes to 1 business day.
- Installment payments or financing: they depend on the provider's approval and may take a few additional minutes.
Basic checks
En Panel Conekta: Payments → Transactions
- Open the transaction details and confirm the payment method: that defines the reasonable wait time.
- Check the creation date — for cash and bank transfer, "pending" often means the buyer hasn't paid yet.
- Ask the buyer whether they've already made the payment and request the receipt with date and time.
- Check the service status page to rule out a general incident.
When to escalate
Contact Support if the buyer has a payment receipt and the transaction is still pending after the expected time for the method: more than 1 hour for bank transfer or more than 1 to 2 business days for cash. Include the transaction ID, the method, the amount, and the buyer's receipt — with that, the team can trace the payment directly.
Next step
If the payment doesn't appear at all in the Conekta Panel, follow The customer says they paid, but I don't see the transaction.