Frequently Asked Questions

I’m missing a payment I was expecting via NPP.

Although NPP payments are usually received in near real-time, there can be a delay of up to two hours.

If you have not received a payment after two hours, contact the sender and ask them to confirm the transfer details were correct and that the payment was successfully sent from their account (and did not bounce back). If they have confirmed the transfer details were correct and the payment did not bounce back, the sender will need to investigate the missing payment with their Financial Institution.

Heritage is unable to trace NPP payments that have been sent from other Financial Institutions.

More help