Understanding the two states
Pending — the charge has been authorized but hasn't settled yet. Vergo is waiting for the bank to finalize the amount. This is normal and usually resolves on its own.
Needs Approval — the transaction has cleared and is in the approval queue, waiting for its approver (the PM/approver on that job) to review it.
When a Pending transaction clears: if it already has a receipt and complete coding, Vergo auto-submits it to Needs Approval; otherwise it lands in the New tab for you to finish and submit.
Stuck in Pending
How long should Pending take?
Most charges settle within 1–3 business days (occasionally up to 5). Pre-authorization holds — common with hotels, rental cars, and fuel — can take longer, from about a week up to ~30 days, to finalize. Charges don't settle on weekends or holidays. While a transaction is Pending you don't need to do anything; it resolves automatically once the merchant finalizes the charge.
When to take action
It's been Pending well beyond those windows and the charge already shows as posted on your bank/card statement.
It's from a past billing period (months old and never progressed).
Note: Amex transactions can take a little longer to move, especially right after a reconnection — give it a few extra days before escalating.
Steps to resolve
Confirm the charge posted — check your bank/card portal and verify it shows posted (not just authorized). If it hasn't posted on the bank side, Vergo updates automatically once it does.
Refresh and check the status again.
If it's posted on the statement but still stuck in Vergo, contact support with the transaction URL and the date of the original charge.
Stuck in Needs Approval
A transaction in Needs Approval is waiting for its approver — it's not broken, it just needs the right person to act.
Why might no one be approving it?
The approver hasn't been notified — notification settings are company-level (Settings → Company); confirm the relevant channels (App/Text/Email) are on.
The wrong approver is on the job — each job's PM/approver comes from your ERP. If it's the wrong person, update the job's PM in the ERP; the change syncs to Vergo overnight.
They aren't the current approver — only the current Next Approver sees it as ready for them.
Steps to resolve
Identify the approver — open the transaction and check the Next Approver field.
Send a reminder — use the Remind button on the transaction.
Confirm they can see it — ask them to check their Needs Approval queue.
If the approver is wrong — update the job's PM in your ERP so routing corrects on the next sync.
If it still needs to be moved manually — contact support with the transaction URL.
💡 Tip: set a reminder cadence (the Reminder Frequency dropdown in Settings → Company, e.g., Weekly) so approvers are nudged about pending items. See the notifications article.