> For the complete documentation index, see [llms.txt](https://docs.opencollective.com/oceurope/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.opencollective.com/oceurope/guides/expenses-and-getting-paid-faqs.md).

# Get help with a payment

Find the next step when an expense is incomplete, waiting or not received.

## Find the next step

| What you see                  | What to do                                                                                                              |
| ----------------------------- | ----------------------------------------------------------------------------------------------------------------------- |
| No submitted request          | Check your account and the collective. Finish the original request if it has not been submitted.                        |
| A request for information     | Read the precise question and correct the original expense. Explain privately if you cannot provide the requested item. |
| Waiting for collective review | Ask the person responsible for reviewing expenses in your group.                                                        |
| Waiting for OCE               | Send OCE the expense link and your question. Approval and transfer are separate steps.                                  |
| Marked paid, but not received | Contact OCE with the reference and date so the transfer can be checked. Avoid a second request.                         |

These are practical situations, not a complete list of platform status labels.

### What to include when asking for help

Send the collective link, expense link, what you expected and what you see instead. If there is an error, quote its text without including private payment data. A screenshot can help, but crop out unrelated people, account details and other requests. Never send a password or sign-in code.

## My request is waiting

Open the expense and check its status and any request for information. It may still need a collective administrator’s approval or OCE’s review. Send OCE the expense link if you are unsure what is missing.

## How long does payment take?

OCE executes a submitted expense within seven business days after a collective administrator approves it. A problem preventing payment may extend this period; we will explain the blocking issue and what is needed. The timeframe covers OCE’s execution, not the later arrival of funds at your bank or payment provider. See the [payment timeframe](/oceurope/guides/expenses.md#when-will-oce-execute-the-payment).

## I was asked for a different document

Check [receipts and invoices](/oceurope/guides/invoices-or-reimbursements.md). If you cannot obtain the requested document, explain the situation privately. Do not upload a document that misrepresents the payment.

## The payment has not arrived

Check whether it has been marked as paid and whether the payout details are correct. Contact OCE with the expense link and date. Do not submit a duplicate request while the original payment is being checked.

## Are my documents public?

The public expense title and financial summary can be visible. Bank details and supporting information belong in restricted fields. Use the private note for information intended for the fiscal host, and contact OCE if sharing a detail could put someone at risk.

## Can we give money to another nonprofit?

Ask OCE which route applies. Prepare the organisation’s signed request, purpose, registration information and bank evidence. A grant is different from a reimbursement: see [requests from nonprofits](/oceurope/guides/request-a-grant-for-nonprofits-only.md).

For help, email <oce@opencollective.com>.