The transaction status says "Completed," but funds are not received
If your transaction status shows "Completed," but the recipient has not received the money in their bank account, please follow these steps:
Allow additional time
Many banks worldwide take extra time to reflect funds in the recipient's account. Sometimes it takes just a few minutes, but it might take up to two business days for the funds to appear.
If your transaction status says "Completed," please wait an additional business day for the funds to reflect.
However, if the funds have not been reflected in the recipient's account for a longer time, you can contact us for assistance.
Options that you have:
- Create an escalation:
From the transaction details page, you can create an escalation.
- Directly contact customer support:
You can also reach out to our customer support through email, chat, or phone.
Information to provide
Before initiating an escalation or contacting us, please have the following information ready:
Transaction ID
Full description of the problem
Copy of the recipient's bank statement showing that the funds were not received (covering the same time period as the transaction)
Investigation and resolution
After you provide all the necessary information, we will investigate your issue. The resolution process could take from one to five business days, depending on how quickly we can trace the funds and complete the investigation.