Resolving Action Required Payments

When an incoming bank transfer cannot be automatically matched to an existing order or payment link, the payment enters an "Action Required" state. This guide explains how to identify the type of action required and resolve it.

These payments show a "Find Matching Payin" button in the top-right corner of the payment details screen.

The incoming bank transfer could not be automatically matched to any existing order or payment link. You will see a yellow banner: "Unmatched payment. This incoming bank transfer could not be automatically matched to an existing order or payment link."

The received amount does not match the original order amount. You will see a yellow banner: "Amount mismatch detected. The received amount does not match the original order amount."

For all other action required reasons (e.g., additional verification required), you will see a message directing you to contact support@glomopay.com. The "Find Matching Payin" button will not be visible for these cases.

Navigate to the payment that is in "Action Required" state. You will see the payment summary, amount, sender details, and the reason for the hold.

Click the "Find Matching Payin" button in the top-right corner. A dialog will open showing:

• Left panel — Incoming payment details: amount, sender name, sender account number, received date, and payment ID.
• Right panel — A list of eligible payment links/orders that match the payment amount and currency.

If there are many eligible payins, use the filter dropdown and search bar at the top of the dialog to narrow results by:

• Customer ID — Filter by exact customer ID
• Invoice Number — Filter by invoice number
• Reference Number — Filter by reference number

Select the filter type from the dropdown, enter the value, and click Search.

Choose the correct payment link or order from the list. Each payin card displays the following fields:

• Payin ID — The unique identifier for the payment link or order (e.g., plink_69cb95b0DffDK).
• Amount & Currency — The expected payment amount (e.g., 18.00 USD).
• Customer Name — The name of the customer associated with the payin.
• Email — The customer's email address.
• Invoice Number — The invoice number linked to the payin (e.g., RG12FF590). Displayed if available.
• Reference Number — The reference number associated with the payin (e.g., R0001). Displayed if available.
• Type Badge — Indicates whether the entry is a Payment link or an Order.

Note: Invoice Number and Reference Number are only shown on the card when they have been provided for that payin. Not all payins will display these fields.

Click "Review Match" to proceed. A review screen will appear showing the payment details and the selected payin side by side. Verify that the details are correct, then click "Confirm Match" to complete the matching.

If the dialog shows "No eligible payment links or orders found", it means there is no active payment link or order with a matching amount for this payment.

To resolve this:

1. Create a new payment link or order with the same amount and currency as the stuck payment.
2. Return to the action required payment.
3. Click "Find Matching Payin" again — the newly created payin will now appear in the eligible list.
4. Select it, review, and confirm the match.

You can also do this matching over the API. Use it to resolve unmatched payments from your own systems, or to build your own matching screen.

The flow has five steps.

Note: A quote expires 30 minutes after you create it. Create the payin (an order or a payment link) from the quote_id inside these 30 minutes. The payin expires at the same time as its quote. Steps 2 to 5 must complete inside this window. If the quote expires, cancel the payin and start again from step 2.

Call Retrieve a payment. A payment that you can resolve this way has these values:

• status: action_required
• error_code: PAYIN_NOT_FOUND or PAYIN_AMOUNT_MISMATCH
• payment_method.type: bank_transfer

payment_amount and payment_currency are the amount and currency that the customer sent. Use both in step 2.

If the error_code is a different value, you cannot resolve the payment by matching. Contact support@glomopay.com.

Call Create a quote with these fields:

The destination_amount in the response is the amount of the order.

Call Create a payment link or Create an order with the quote_id from step 2. Do this inside 30 minutes of the creation of the quote. After 30 minutes the quote expires, and you cannot use its quote_id.

The amount, the currency and the expiry come from the quote. A customer is necessary.

Call List eligible payins on the payment.

A payin is eligible when its amount and currency are equal to payment_amount and payment_currency. A payin is also eligible when the source_amount and source_currency of its quote are equal to these values. The payin from step 3 is in this list.

The endpoint returns a maximum of 10 payins, the newest first. To make a long list shorter, use the customer_id, reference_number and invoice_number query parameters. Each one is an exact match.

{
  "payment_id": "payt_6aad0bc0cZtlS",
  "payment_amount": 10000,
  "payment_currency": "AED",
  "eligible_payins": [
    {
      "payin_id": "plink_6aad0ec19b3bT",
      "payin_status": "pending",
      "payin_type": "payment_link",
      "amount": 2723,
      "currency": "USD",
      "customer_id": "cust_69eb2cf0FYSDF",
      "invoice_number": "R0001",
      "reference_number": "RG12FF590",
      "created_at": "2026-09-18T10:38:19.237Z"
    }
  ]
}

If eligible_payins is empty, no open payin matches the amount. Create one as in steps 2 and 3. Then call this endpoint again.

Call Connect a payin with the payin_id that you selected:

{ "payin_id": "plink_6aad0ec19b3bT" }

Glomo connects the payin to the payment. Then Glomo processes the bank transfer, which includes screening and fees. The response is the full payment object.

After a successful connect, the payment is success and the payin is success. The converted_amount and converted_currency come from the quote of the payin.

The endpoint is idempotent. If you send the same payin_id again after a successful connect, the endpoint returns 200 with the same payment. If the payment was PAYIN_AMOUNT_MISMATCH and pointed at a pending payin, a different payin replaces that connection.

Both endpoints return 400 Bad Request when you cannot match the payment: