You are in the right place if a payment is held because remittance information is missing. The issue is usually not whether the payment was sent. The bank is waiting for a document, purpose, declaration, or trade explanation before it releases the funds.
A document hold is rarely about producing more paper for its own sake. The bank is trying to connect the payment to a clear commercial event: who paid, who receives, what goods or services are involved, and why the amount makes sense. For this case, gather invoice number, customer name, payment purpose, sender reference, and beneficiary account. That gives the bank a clean release pack and gives treasury enough context to challenge a vague or repeated document request.
The bank is usually trying to connect the payment to the underlying trade: invoice, purpose, sender, beneficiary, goods or services, and amount. In this case, the immediate issue is that a payment is held because remittance information is missing.
Send a clean pack: invoice number, customer name, payment purpose, sender reference, and beneficiary account. The details should match the beneficiary, invoice, payment reference, currency, amount, and commercial purpose.
It is still a normal release issue while the bank is asking for a specific document and confirming the review path. It becomes escalation when the request is unclear, repeated after documents were supplied, or no bank will own the release status.
Do not send a replacement payment just to reduce pressure. Contact Unicorn with the document request, payment proof, invoice, beneficiary details, and timeline so treasury can help shape the response and escalation path.