Troubleshooting Failed Transfers
If your transfer failed, here's how to fix it.
Common Failure Reasons
Incorrect Bank Details
Problem: Account number, routing number, or IBAN is wrong.
Solution:
- Double-check the details with the recipient
- Verify the account format for that country
- Try again with correct details
Insufficient Balance
Problem: Not enough money in your wallet.
Solution:
- Add funds to your wallet
- Try a smaller amount
- Check for pending transactions using your balance
Recipient Bank Rejected
Problem: The receiving bank declined the transfer.
Solution:
- Confirm the account can receive international transfers
- Verify the account is open and active
- Contact the recipient to check with their bank
Verification Required
Problem: Your account needs additional verification.
Solution:
- Check your email for verification requests
- Complete any pending verification steps
- Try again after verification
Limit Exceeded
Problem: Transfer exceeds your sending limits.
Solution:
- Check your current limits
- Complete verification to increase limits
- Split into smaller transfers
Compliance Review
Problem: Transfer flagged for security review.
Solution:
- Wait for our compliance team to review (usually 24-48 hours)
- Provide any requested documentation
- Contact support if delayed
What Happens to My Money?
When a transfer fails:
- Your money is automatically refunded
- Refunds typically take 1-5 business days
- You'll receive a notification when refunded
How to Retry
- Go to Transactions
- Find the failed transfer
- Click Retry or Send Again
- Correct any issues
- Confirm the new transfer
Error Codes
Common error codes and meanings:
| Code | Meaning |
|------|---------|
| E001 | Invalid account number |
| E002 | Account not found |
| E003 | Insufficient funds |
| E004 | Limit exceeded |
| E005 | Verification required |
Need More Help?
If you can't resolve the issue:
- Note the error message or code
- Contact support with your transfer reference
- We'll investigate and help you
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