Why haven't I received my bank transfer?

You haven't received your transfer and would like to know why?

Check that your account is complete

If you do not receive your transfer, check that your account is complete (documents and information up to date) and that you have entered your validation code received by post (if applicable).

Your first transfer may take some time, as it depends on the acceptance of your application by our acquiring bank. Additional documents may be requested in the event of a temporary refusal.

Check some parameters

Also check the following parameters:

• Go to Accounting > Transfers and check that your transfer has gone through.

• If your transfer has been sent, it will take an average of 2 to 3 working days for it to reach your bank account. In some cases, it may take longer, depending on bank processing times.

• If the transfer hasn't gone through, check that your transfer settings are correct in My Account > Bank Information. Your transfers are affected by two parameters: Transfer behavior (automatic or manual) and transfer frequency (only if automatic).

When you activate SEPA direct debits (SDD), the transfer period for your funds is automatically extended to 14 days. These 14 days correspond to the maximum verification time required by the banks to validate the payment. Under certain conditions, this time may be reduced. Please contact our support team for further information.

Transfers can sometimes fail. When this happens, you'll receive an email detailing the date and time of the transfer attempt and the reason for the failure.

Other probable reasons‍

Here's a list of potential reasons for failure, along with solutions to remedy them:

• Incomplete justification: this error occurs whendocuments are missing from your account. To remedy this, log into your customer area: a banner at the top of the home page should inform you of the procedure to follow.

• Bank error: this error covers a series of technical errors between the customer's bank and our services. Please contact us if this happens.

• Activity not filled in: this error occurs wheninformation is missing from your account. To remedy this, log in to your customer area: a banner at the top of the home page should inform you of the procedure to follow.

• Invalid IBAN :
• ‍ Your IBAN is not correct. Please log in to your customer area and change your IBAN.

If you need any further information or assistance, please don't hesitate to contact us!