There are several reasons why a bank transfer may not be sent or received. It is advisable to carry out certain checks before contacting customer service.

If the customer has an issue with a payment made to a phone number or email address, we invite them to consult this article.

The recipient has not received my transfer

The customer should ask themselves on what date they sent the money, whether they provided the correct banking details, and if the recipient has checked their account statements.

Transfer to a bank account impossible

The customer must ensure that the account to be debited has sufficient funds to allow the operation. If not, they can top it up. They should also verify the recipient's IBAN.

What the customer should check

Check the sending date

Transfers sent from the application are instant and free of charge (subject to the technical and security conditions applicable to SEPA Instant payments and to the availability of funds in the client’s account).

For security reasons or because the instant banking network is unavailable, the transfer may be processed as a standard transfer, meaning it is not instant. In this case, the money may take up to 3 days to be credited to the account.

In particular, the execution of an instant transfer depends on:

  • The availability of the SEPA Instant network.
  • The compatibility of the beneficiary institution with this service.
  • The absence of any security or fraud alert.
Banks are closed from Saturday to Monday, so all transfers made on Thursdays and Fridays may be put on hold over the weekend. Additionally, a delay of one to two days should be added during public holidays.
Check the recipient's IBAN

The customer can verify the IBAN to which they sent their transfer from their history.

If the customer made a mistake with the recipient, they can reach out to them to find a solution. If needed, they can also contact customer service.

If the format of the provided recipient's IBAN is incorrect, the transfer cannot be executed. However, it is not possible to check in advance whether the recipient's IBAN is linked to a closed bank account.

In case of a transfer to a closed bank account, it is the receiving bank that will reject the transfer in the following days and notify Sumeria. This step can take up to 15 days.

Within 3 business days following the rejection of the transfer by the bank, the customer's account is automaticaly credited with the amount of the transfer, and the incorrect IBAN is deleted. The customer is notified of the operation by email.

Since the entry into force of the Verification of Payee (VOP), a verification is carried out by the payment service providers involved before the transfer is sent.

This mechanism compares the beneficiary name entered by the client with the one associated with the IBAN of the recipient account, as recorded by the beneficiary institution of the account concerned. When the information does not match or only partially matches, an alert is presented to the client in order to inform them of a risk of error or fraud. The decision to proceed with or cancel the transfer lies with the client.

Warning: beneficiary verification does not replace personal vigilance. Before sending a transfer, always make sure you know the recipient and verify the information provided.

In case of error, the client may attempt to recover the funds via a recall request, with no guarantee of success. The refund then depends on the agreement of the recipient or the institution managing the account concerned.

Check the bank statement of the recipient's account

Some banks do not refresh the balance and/or transaction history on a continuous basis. An instant transfer received successfully may only appear or be taken into account after several minutes.

The recipient should check their account statement or history to ensure the transfer has been received correctly.

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