Problem with a bank transfer
Different reasons may explain why a bank transfer cannot be sent or received. Checks can be performed before contacting customer service.
My contact did not receive my bank transfer
The customer should consider the date he sent the money, whether he provided the correct bank details, and if the recipient has checked their account statements.
Check the account balance
The customer must ensure that the account to be debited has sufficient funds to allow the operation. If not, he can top it up.
Check the sending date
Transfers sent from the app are instant. In some cases, the transfer is done in the classic way, meaning it takes between 2 to 3 business days. Since banks are closed from Saturday to Monday, any transfers made on Thursdays and Fridays may be held over the weekend. Additionally, one to two days should be added during public holidays.
Check the recipient's IBAN
The customer can verify the IBAN to which they sent their transfer from their history.
If the customer sent it to the wrong recipient, he can reach out to the wrong recipient to find a solution. If needed, he can also contact customer service.
If the format of the provided recipient's IBAN is incorrect, the transfer cannot be completed. However, it is not possible to check in advance whether the recipient's IBAN is linked to a closed bank account.
Check the recipient's account statement
The recipient should check their account statement or history to ensure the transfer was received correctly.
Transfer to a bank account impossible or closed
If the customer is unable to make a transfer from the app to a bank account or if the recipient's account is closed, certain checks should be performed before contacting customer service.
If the format of the provided recipient's IBAN is incorrect, the transfer cannot be completed. However, it is not possible to check in advance whether the recipient's IBAN is linked to a closed bank account.
In this case, it is the recipient's bank that will reject the transfer in the following days. This process can take up to 15 days.
Within 3 business days following the rejection of the transfer by the bank, the customer's account is automatically credited with the amount of the transfer, and the incorrect IBAN is deleted. The customer is notified of the operation by email.
