FAQ

Why can't I send or receive money yet?

Money movement unlocks after you complete setup. If Finish setup shows in your sidebar, complete the remaining steps. These are usually verification of the owner or the business. Sections that depend on setup stay disabled until then. See Getting Started.

My verification has been pending for a while. What now?

Most verifications complete quickly. Document review can take longer. Check the setup page for items that need action, for example an unreadable document or a missing detail. If nothing needs action after more than a couple of business days, contact support.

My customer says they never got the invoice email.

Ask them to check spam first. If your invoice went to another Oncade business, Oncade delivers it to the email addresses in that business's invoice settings. If none are set, it goes to the owner's email. You can also copy the invoice's payment link from the invoice page and send it yourself through any channel.

Can someone pay an invoice without an Oncade account?

Yes. The hosted invoice page shows bank transfer details. Oncade matches the payment to the invoice automatically when it arrives. See Paying an Invoice.

How long do transfers take?

• Deposits and invoice payments by bank transfer: from near-instant local transfers to a few business days for ACH. See Bank transfer types.
• Withdrawals to your bank: usually 0–3 business days.
• Payments to Oncade accounts: immediate.

I sent a payment to someone without an account. Where is it?

They received a claim link by email. The payment completes when they sign up with that email address and claim it. You can see the payment's status in your payment history.

What currency are balances held in?

Oncade holds balances in US dollars. Oncade converts incoming transfers in other currencies when they settle. The Add funds page shows rates and any fees before you send.

How do I change where withdrawals go?

Link the new account under Pay people → Linked bank accounts, then select it when you withdraw. You can remove accounts you no longer use.

I lost access to my two-factor device.

Contact support from the email address on your account. For security, we do not remove two-factor authentication without identity confirmation.

What is Ask Oncade?

Ask Oncade is an assistant in your dashboard. Open it from the button in the bottom right corner and ask a question in your own words. It answers from these docs and links to the pages each answer came from.

• Answers can be wrong. Check the linked page before you act on an answer, and contact support if the docs do not cover your question.
• The chat clears when you close it.
• We store your questions and the answers with your account, so our team can find gaps in the docs and improve them.

I'm building a platform integration. Where are the API docs?

Start with the Embedded Finance overview and the Platform API Reference.