Tracking your transfers, withdrawals and payments

The Transfers page

Everything you have asked Primary to move is on the Transfers page. The Activity tab has four sections:

• Approval needed: requests waiting on an approver. If you can approve, the Approve and Decline buttons are in the row.

• Upcoming transfers: approved requests that have not started yet, and anything scheduled for a later date.

• Active transfers: money that is moving now. The status column shows how many steps are done, for example 2 of 3 completed.

• Recently completed: anything finished, cancelled or failed in the last 5 business days.

The History tab has everything older than that.

Each row is one request. A withdrawal or rebalance can involve several steps, for example selling fund units, then paying out from your CMA. Click the chevron to see each step, or View to open the full detail.

Statuses

• Pending Approval: waiting on an approver.

• Requested: approved, waiting for Primary to start processing.

• Scheduled: set to process on a future date.

• Pending and In Progress: being processed. Money may have left one account and not yet arrived in the other.

• Completed: money has arrived.

• Cancelled, Rejected (declined by an approver) or Failed.

What the detail page tells you

Open a request to see Processing starts, Arrives by, and the execution plan showing each step and whether it is done. The Updates log on a single transfer records who requested it, who approved it, and when each stage happened.

You also get an email at each stage: requested, approved, processed, and settled. Turn these on or off in Settings, then Notifications.

Money that is in flight

When money has left one account and not yet arrived in another, we call it in flight. It is still counted in your total on the Overview page, and the Transfers card there shows what is moving and when it should arrive. Each account shows a pill such as "Arriving in Macquarie CMA by 3 Oct" while money is on its way.

Why a withdrawal can take longer than you expect

• It draws from funds with different settlement times. A withdrawal sourced from the State Street Floating Rate Fund takes 3 business days to settle. One sourced from the Macquarie CMA is usually same day. The Withdraw screen shows the estimated arrival based on the accounts you pick, and Primary's own cut off. See How long deposits, transfers and withdrawals take.

• It is your first withdrawal to a new account. New withdrawal accounts have to be verified by Primary Operations from a bank statement before they can be used. Add the account first, wait for it to show as active, then request the withdrawal.

• It is the first withdrawal from a directly held fund account. Some providers need a signed withdrawal form for the first redemption and can hold first time payouts for extra checks. Primary prepares the form. This can add a business day.

• It was requested after the cut off. Requests after 3:30pm Sydney time are processed the next business day.

Cancelling

Open the request and click Cancel transfer. You can cancel while nothing has started moving. Steps that are already in progress or completed are not reversed. Scheduled transfers and withdrawals have a Cancel button on their detail page until the day they process. You need the manage transfers or manage withdrawals permission.

Receipts and records

• For a completed payment to a third party made through Primary FX, open the transfer and click Download receipt for a PDF.

• For anything else, generate an Account statement from the Statements page for the account and period, or open the account, go to Transactions, and click Export for a CSV.