FAQ: what each status means

Why statuses exist

Compliance requests often depend on parties outside Pay Engineers — card networks, banking partners, licensing authorities — whose own processing times we cannot fully control. Statuses exist so you always know, at a glance, whether the ball is in our court, in yours, or with a third party, without having to open a support ticket to ask.

Status glossary

• New request — the request has been received and is queued for triage. No action needed from you yet; expect an initial response within our published SLA.
• Under analysis — a compliance analyst is actively reviewing requirements, risk factors and the evidence you provided. This is the normal "working on it" state and can take anywhere from a day to a few weeks depending on the rail and jurisdiction.
• Additional information requested — the analyst has hit a gap that only you can close: a missing document, an ambiguous technical detail, or a nomination we don't have (e.g. a technical contact). The request will not progress until you respond, so this is the one status you should check regularly.
• Pending third party — analysis on our side is complete, but we are waiting on an external party (card scheme, bank, regulator) to confirm, issue or renew something. We will relay any updates as we receive them.
• Available — the technical parameters (keys, secrets, endpoints, certificates) are published and ready to use in the target environment. This is also when protected connection testing typically happens.
• Rejected / not eligible — the request could not proceed as submitted, usually because a regulatory or scheme requirement cannot currently be met. A note explaining why, and — where possible — what would need to change, is always attached.
• Expired / needs renewal — a previously delivered certificate or authorization has reached its validity window and needs to be refreshed. We proactively flag these ahead of the expiry date where the underlying credential has a known lifetime.

How long does each stage take?

There is no single answer because third-party turnaround varies, but as a rule of thumb: New request to Under analysis is usually same-day; Under analysis typically resolves within 3–10 business days for straightforward cases; Pending third party is the most variable and can range from days to several weeks depending on the external party involved.

What should I do while waiting?

While a request sits in Under analysis or Pending third party, there's usually nothing to do but wait — chasing repeatedly does not speed up external parties and just adds noise. The one status that does require action from you is Additional information requested; the sooner you respond there, the sooner the request re-enters the queue.

Can a request move backwards?

Yes. A request can move from Available back to Under analysis if, for example, a scheme mandate changes and previously issued parameters need to be reissued, or if a renewal check surfaces an issue with the underlying licence. This is uncommon but not a bug — it reflects that compliance is an ongoing relationship, not a one-time checkbox.

Where do I see the current status?

The status is visible on the request itself in your dashboard, along with a timestamped history of every transition and the note attached to it. If you need a status change explained beyond what's written, your compliance analyst's contact details are shown on the same page.