[Caixa] Why can a payment be stuck in "Initiated" status but funds have been received?

On some occasions, payments from some Caixa Bank users will remain with the "initiated" status even though the payments are successful.

Why does this happen?

When the user initiates the payment, they are redirected from the Caixa online banking app to the Caixa 2-factor authentication app (CaixaBank Sign) to confirm their identity. However once this is done, they are not always automatically redirected back to the banking app to complete the payment flow. This means that even though the payment is successfully executed, the TrueLayer API is not aware of this because the user has not returned to the Caixa banking app to complete the flow. As a result, TrueLayer is unable to connect to the bank to poll for status as the flow is not completed.

The good news is that Caixa is aware of this and will be working to fix this issue. We will provide updates in this article once the fix is in place.

Solution

The suggested workaround is to ask the user to manually reopen the Caixa online banking app after successfully completing the 2-factor authentication in the CaixaBank Sign app. Once they return to the online banking app, the flow should automatically complete and we will then be able to provide updated statuses from the bank.