If you are sending money to your family or paying for something abroad, this comes first: when a transfer is not completed, the money does not leave your account.
Common reasons
- You went over your available limit. You can try again for a smaller amount. If you need to operate for more, see the guide on limit increases.
- Not enough balance once the fee is counted. The available amount must cover the transfer plus the fee.
- Incomplete destination details, or details from another currency.
- Identity verification pending or expired.
- You did not confirm the verification code. The transfer stays unprocessed until you do.
What to do
- Read the message in the app: it tells you which case applies.
- Fix that point and try again.
- If the message repeats, do not retry several times in a row.
Write to us with this
The email you signed up with, the country you operate from, the currency and exact amount, the date and time, the exact message with a screenshot, and the name of the destination account holder.