Why is a payment showing received in Municipay but still 'Requested' in SDL Online?

This is almost always a sync issue — or the callback from Municipay was never made.

If the customer can confirm the payment was made and has a receipt from Municipay, but it still shows "Requested" in SDL, that means SDL likely never received the callback and the payment never made it back in.

What can be done:

• SDL can occasionally reach out to Municipay to have the callback re-pushed.
• As long as the payment is confirmed received, staff can also enter it manually into the Charge box within the payment record to process it directly — this doesn't require waiting on the callback.