Only settled deposits will reflect in your wallet balances. Certain scenarios may lead to unsuccessful settlement, and we recommend that you check the Transactions under the Global Account page for all incoming unsettled deposits. If it has been three days since the deposit was sent and it’s still not reflected on the account, feel free to contact us using the support form.
Please include the following information to help us investigate further:
- The date the deposit was sent.
- Payment Remittance/Advice or an MT103/UETR. It would help greatly if the Payment Remittance/Advice Contains:
- Payment Date
- Account Name, Number and Routing Number payment is being sent to
- Payment Method
- Amount and Currency
- The Global Account details that it was sent to.
Why is my incoming deposit delayed?
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 for a given deposit, however here are several reasons why it might be taking longer than anticipated for a deposit to settle into your Wallet.
- Hours of Operation: Not all banks operate on a 24/7 basis, and it is possible that your incoming deposit may have been 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. You can refer to our Public Holiday Notice here.
- SWIFT Routing: Occasionally, incoming deposits made through SWIFT transfer may experience delays in arrival if they are routed through multiple intermediary banks. To make it easier to conduct a comprehensive investigation, we kindly request our customers to provide our customer support team with an MT103 for incoming deposits of this nature.
- Potential Mistakes: In the event that incorrect banking details 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 different Global Accounts are only able to receive specific currencies and transfer methods. To verify the supported currencies and transfer methods for your Global Account, kindly refer to the dashboard where you can access your Global Account details.
- 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.
My deposit was returned, but it hasn't reached the sender yet. How long does this process usually take?
The timeframe for a returned deposit to reach the sender can vary. It depends on the specific banking partners and the remitting bank involved in the transaction. Because of these variables, we can't provide an exact timeframe.
In certain circumstances, the remitting bank may reject the refund, eg,: due to a closed or inactive account. In these instances, we may reach out to request an alternative same-name account of the remitter to return the funds.
Direct debit deposits
For Direct Debit deposit settlement timeframes, please refer to this guide.