How do I resolve a Paused transaction?

As an authorised Financial Services Provider, Mukuru checks and screens all transactions to uphold legal compliance. When an issue is picked up as part of this process the transaction will be in a Paused status.

When a transaction is in a Paused status, Mukuru needs a copy of the recipient’s ID document to investigate the matter further. When you have Paused transactions in a payment please send the details of your Organisation, the payment in question and copies of the affect recipient’s ID documents to [e-mail]. The Enterprise Support team will then send the request to the applicable Mukuru team and inform you of any updates and results.

When the investigation finds that the issue was a false-positive, the transaction will be whitelisted and will go from a Paused status to a Created status. The Enterprise Support team will notify you when the investigation is concluded.

Please note that Mukuru does not take payment for transactions in a Paused status. If you Approve Payment for a payment with one or more Paused transactions, the amount deducted will exclude the amount(s) for the Paused transaction(s). You will only be able to Approve Payment for these transactions after the transactions have been whitelisted. Once Enterprise Support informs you that the investigation was concluded, and the transaction is whitelisted you can click on the Approve Payment button again, this will only deduct the funds for transactions that are in a Created status, i.e. the transactions that were whitelisted.