Why do some investments say “not received”?

If your campaign is already live and you are analyzing who has committed an investment in your dashboard, you might have a number of investments marked as NEW, ERROR, PENDING, or SUBMITTED. 

Credit Cards
Credit card investments are captured immediately after submission of the investment. We will attempt to capture the card, at which time our credit card processor will collect the funds, and send them to your escrow account. This can take a few days. Those credit cards will be marked as SUBMITTED once the funds have been credited and are available in the the escrow account. 

Please note that our payment processor, Stripe, places an additional 5 day hold on funds once they are marked SUBMITTED.

NOTE: If a credit card investment fails, (e.g. investor entered in credit card information incorrectly, bank blocked the transaction, etc.) the investment will continue to be marked as ERROR until the investor updates the card information, at which time we will immediately attempt to recapture the card. StartEngine automatically sends an email to the investor with a link prompting them to update the correct payment information to their account. 

ACH 
ACH investments can take up to 5-7 business days to moving from PENDING to SUBMITTED. If an ACH investment fails, the investor is notified immediately with a link to update their payment information with a follow up email a few days later to confirm their payment information.

Please note that our payment processor, Stripe, places an additional 5 day hold on funds once they are marked SUBMITTED.

Wire Transfers
Wire transfers are completed outside of the StartEngine platform meaning the investor will need to contact their bank independently to execute the transfer. We send emails to the investor reminding them to execute a wire transfer.  Each email includes a link to view the wire transfer instructions to execute the wire transfer. Until an investor contacts their bank and wires the funds, their status will remain PENDING. 

Once a wire has been received by our banking partner, the investment will marked as SUBMITTED.

AML Verifications
Occasionally, we need additional information from an investor in order to verify the investor's identity. These investors who fall into this category will not be charged and will marked NEW.

Moving into Escrow
Once funds have been marked submitted and have been cleared from their Stripe hold, funds are sent to escrow every Monday (or Tuesday if a bank holiday) and are then available for disbursement.