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Why is the money not credited on my card?

To date, our system was not able to automatically identify and allocate your transaction to your card account since we didn’t detect your 9-digit card account number on the transaction.

It normally takes 1-2 business days for your bank to transfer your funds to our bank account.

Following receipt of your funds on our bank account, it typically takes between 1-3 business days for your card account to be credited.

If your funds have not been automatically allocated to your card account balance within 5 business days of you initiating the transfer, you can initiate a manual research request by by replying to this email and attaching a copy of the Proof of Payment you have received from your bank.

In order to process your request, we require the following information:

IBAN & BIC of the sender account Exact amount and currency of the transfer

Full account holders name of the sender account.

Time and Date when the bank processed your transaction IBAN & BIC of the receiver account (to what account of us the funds have been transferred)

The payment reference used

Type of transfer (International transfer / Sepa transfer / Cash deposit)

We will locate your transaction more quickly, if one of the following documents are attached to your request:

Complete SWIFT message of the transaction as provided by your Bank Proof of Payment as provided by your bank

Screenshot of your internet banking (if this is displaying the above information)