Client Said They Paid but Payment Not Received: Email Template

"It's been sent" is either true and stuck somewhere, or a stall. Either way, the fix is the same: ask for transfer details so you can trace it, politely and quickly.

Free template

Replace every [bracket] before sending.

Hi [Client Name],

Thanks for letting me know payment was sent. I have not seen it arrive yet on my end ([checked account / processor] as of [today's date]).

Could you send the date, amount, method, and any transaction ID or check number? That will let me trace it quickly with my bank.

Appreciate it,
[Your Name]

Ask for traceable details

• Date sent and method (ACH, wire, card, check, PayPal).
• Amount and the account or email it was sent to.
• A transaction ID, remittance advice, or check number.

Double-check your own accounts, spam folder, and payment processor first.

Free mini-pack: 3 more follow-up templates (HTML + PDF), no signup.

Related guides

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• Partial payment, remaining balance email
• Late payment text message to client
• Invoice 30 days overdue email
• Client not responding to invoice

Practical communication guidance only, not legal advice. Payment terms, late fees, and collection options depend on your contract and jurisdiction.