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A payment is missing - what can I do?

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, please get in touch with us and we will initiate a manual search. Please attache to the email 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)