My client says they paid, but the money has not arrived. What do I do?

"We paid you last week" is the email a freelance illustrator or a small web agency least wants to read when the account shows nothing. The payment is almost always in one of three places: still moving between banks, waiting at your Indian bank, or heading back to the sender.

What should you ask the client for?

Ask the client for their bank's payment confirmation, not a screenshot. It should show the date sent, amount, currency, the beneficiary name, account number and bank they used, the charge option, and the tracking reference that SWIFT payments carry, called the UETR. Compare the beneficiary details with yours first: a wrong digit or a different name is the most common cause.

What should you ask your bank?

Ask your bank's foreign exchange or trade desk two questions: has the payment reached its nostro account, and is anything pending from you? Under FEDAI Rule 4.5, a bank must inform the beneficiary immediately on receipt of an inward payment message, and pay or send intimation within two working business days of receiving the credit advice or nostro statement.¹ SBI's guide says it credits export proceeds the same day or the next working day once the funds are in its nostro account and it has your disposal instruction or required documents.² The usual missing items are the purpose of payment, the invoice and the Export Declaration Form; see why your bank asks for an invoice.

What if neither bank can see it?

If your bank has no record, ask the client's bank to trace the payment using the tracking reference, since only banks in the chain can see where it is held. If the payment was sent to account details issued by a payment platform, contact the platform, because your bank sees nothing until the platform pays out.

How long before it bounces back?

A payment your bank cannot match does not wait forever. SBI, for example, treats an inward message that is not in order as void if no suitable clarification comes from the remitting bank within 10 working days, and returns it with charges.³ See what happens if a payment is returned.

Is there a compliance deadline running?

Yes. Under regulation 5 of the FEMA (Export and Import of Goods and Services) Regulations, 2026, export value for services must be realised within nine months from the invoice date, or twelve months if invoiced or settled in rupees, and your bank can extend that on request.⁴ If the bank held funds and delayed crediting after you sent everything, see does my bank owe me interest. The full checklist is in what to do when an international payment is stuck.