Payments received on your connected bank accounts are imported automatically into Smovin. Allow up to 48 business hours between the payment arriving in your account and it appearing in Smovin.
1. Check the payment date
If the payment arrived in your account less than 48 business hours ago, it may still be being imported. Wait until this period has passed.
⚠️ Do not add this payment manually in the meantime: it may be counted twice once it is imported.
The 48-business-hour period has passed: go to step 2.
2. Check that the account is connected to Smovin
The payment must have arrived in a bank account connected to Smovin: Settings → My bank accounts.
The Ponto connection must be renewed periodically. You are notified of this deadline by email and on your dashboard. ⚠️ When the connection expires, new payments are no longer imported into Smovin until it is renewed. If your connection has expired, renew it. See: How do I connect your bank accounts via PONTO?
Was the payment received in an account that is not connected, or in cash? It cannot be imported automatically: add it manually. See: How do I add a payment manually?
3. Search for the payment in the transfer history
At the bottom left, click Settings, then My bank accounts.
Click the account the payment arrived in.
In Transfer history, use the From and Until dates and the Search for a transfer field.
Depending on the payment’s status:
To be assigned: Smovin did not recognise the contract. Assign it once, and similar payments will then be assigned automatically. See: How do I assign payments?
Ignored: find it and assign it to the right contract. See: How do I find ignored payments?
Blacklisted: the payer’s account is on your blacklist. See: What is the blacklist?
Non-Smovin payment: you indicated that this payment does not concern any contract. Click … then Take action to assign it.
Automatically assigned or Manually assigned: the payment is in Smovin. If it is not on the right contract, see: How can I remove a payment that was assigned to the wrong contract?
Processing: the payment is being imported. Please wait.
4. Still can’t find it? Contact support
Contact us if the 48-business-hour period has passed, your account is connected and the payment does not appear in the transfer history. Please tell us:
the date and amount of the payment;
the payer’s name, as it appears on your bank statement;
the bank account concerned: give the name of the bank and the account as it appears in Smovin. If this information is not enough, our team may ask you for further details;
the contract or tenant concerned.