Depending on the payment method you use to top up your funding account, the funds will take varying amounts of time to credit your account.
The table below outlines the different types of payments and industry standard timescales.
It has been longer than standard timescales and I haven't received my funds, what should I do?
First check the following with your sending bank:
- Occasionally, sending banks will do additional checks before releasing funds, which could hold the payment up
- Check the correct beneficiary details have been used
- SWIFT payments require additional routing information which should also be checked. Depending on who you bank with, you may enter these as part of your payment instruction or your bank may add them afterwards
- Ask your bank to put a trace on the funds
Please note: as the recipient of the funds, we won't have any information on the payment until we receive it. As soon as we have confirmation we have received the funds, they will be credited to your account.
We may be able to help trace funds that haven't arrived with us, however we will need the full details from your sending back. Please ensure you provide the UETR (Unique End-to-end Transaction Reference) for the payment, and a copy of the payment details to the customer support team.
You can raise a ticket with our customer support team here.