If an expected incoming deposit has not appeared in your Borderless Cash account, check its status in the relevant sub-tab and any requests for information before contacting support. Processing times vary by entity, currency, payment method, sending bank and banking holidays.

To locate settled and pending deposits across all accounts:

1. In the left sidebar, click the Business Accounts item

2. Click the Activity tab in the Business Accounts page: shows transaction activity across the organisation

3. Click the Settled and pending sub-tab: shows all settled deposits

4. Click the Pending deposits sub-tab: shows all pending deposits

To locate all deposits to a specific account:

1. In the left sidebar, click the Business Accounts item. The section expands to show links to your favourited accounts and a Show all link

2. In the expanded list, select the account name to open the account's page

3. Click the Global Accounts tab. The section expands to show all the Global Accounts under this specific account.

4. In the Global Accounts list, select the one used as the destination for the incoming deposit, and you will be directed to the Activity section for that Global Account

5. In the Activity section, you will find the full list of deposits

It can happen that you cannot locate the incoming deposit anywhere because the fund has not yet arrived. We understand that it can be frustrating to wait for an incoming deposit to settle into your account. Unfortunately, we won't have any insight until a deposit reaches our direct banking partner. However, here are several reasons why it might be taking longer than anticipated for a deposit to settle into your account.

• Expected timing: Deposits sent by wire transfer can take 1-5 business days, while deposits sent by domestic transfer (such as Faster Payments or ACH) take 0-2 business days.

• Hours of Operation: Not all banks operate on a 24/7 basis, and it is possible that your incoming deposit is delayed due to bank closures during weekends or public/national holidays. In addition, if the cut-off time for dispatching/receiving has been exceeded, it may result in an additional business day being added to the processing time. See our Public Holiday Notice

• Routing: Occasionally, incoming deposits made through international wire transfer may experience delays in arrival if they are routed through multiple intermediary banks.

• Potential Mistakes: In the event that incorrect banking details (bank number and bank account name must be exact match) or capabilities are provided, it may result in a delay in receiving an incoming deposit, and it is probable that the deposit will be returned to the sender. Please note that our Global Accounts are only able to receive specific currencies and transfer methods. To verify the supported currencies and transfer methods for your Global Account, go to the Global Accounts page for details. See View your Global Accounts.

• Technical Issues/Maintenance: Even with modern technology, banks still experience technical issues and require routine maintenance, which can disrupt the flow of deposits.

• Bank's Internal Compliance Review: Banks do have internal compliance departments that review transactions, especially large or unusual ones. This process can cause delays.

If the transfer is still missing after three business days or past the expected timing:

1. Contact support through Kai: On the right side of any page, open the Kai panel

2. Provide the payment confirmation reference or unique end-to-end transaction reference, or sender remittance including:

• The transfer date

• Transfer amount and currency

• The expected arrival date

• Sender details, including bank name, account name, account number and routing number

• Recipient account details, including recipient bank, account number and account name

Kai will create a support ticket once the information is collected, and our support team will get back to you via email within 1-3 business days

These references help Airwallex trace the transfer through the payment network.

If you accidentally sent a deposit to an old/deprecated/closed Global Account, please also provide the above details via Kai, as proof to claim the money.

If Airwallex cannot process an incoming deposit, it may be returned to the sender. Return timing depends on the sending bank and can take approximately 3–10 business days.

Seeing a different version of the Airwallex platform?

You may be on the previous version of the Airwallex platform. See Revamped Airwallex experience: one place to run your whole business (beta) for more information on the change.

The best way to confirm if you are on the new version is to check your left sidebar column for any mention of Business Accounts. In the same sidebar, you can also check that you do not see Wallet or Transfers.

Certain actions and pages may not be visible if you have not been given sufficient global or account permissions.

New platform version	Previous platform version
New Airwallex platform: left sidebar showing Business Accounts item.	Previous Airwallex platform: left sidebar showing Wallet and Transfers items.

See My incoming deposit is not settled or missing (previous) for instructions from the old Airwallex experience