Sometimes, transfers don’t arrive when expected - and in most cases, there’s a simple explanation. The sender may have used the wrong transfer type, the transfer could be under a routine check at one of the banks involved, or there might be delays on the sender’s bank side. Occasionally, the transfer may have been mistakenly sent through a method we don’t support yet, such as SWIFT.
Additionally, if the transfer was sent to a closed account, it will be automatically rejected by the SEPA network, and the sender’s bank can provide further guidance on this matter.
No worries - here’s what you can do to sort it out:
1. Check the transfer details with the sender
Start by asking the sender to confirm the IBAN and all payment details. A transfer confirmation document is also helpful - it shows when and how the payment was processed.
This document typically includes the SEPA reference ID, sender’s information, beneficiary details, transfer date, amount, and reference number.
Mistakes can happen, and if the wrong IBAN was used, the sender should contact their bank immediately to see if the transfer can be recalled. This process must be handled by the sender’s bank.
If the transfer was sent to a closed account, it will be automatically rejected by the SEPA network, and the sender’s bank can confirm this and provide further guidance.
2. Understand the type of transfer
If the sender’s bank supports SEPA Instant, the transfer should arrive within seconds.
If it was sent as a Regular SEPA transfer, it can take up to 2 business days.
Sometimes, the transfer goes through a routine check at one of the banks involved. These checks don’t have a fixed timeframe but are typically completed within 1–2 business days.
If the transfer was mistakenly sent via SWIFT, Deblock doesn’t support this method. The funds will be automatically returned within 5 business days.
Transfers may also be delayed due to compliance reviews at the recipient’s bank. These reviews typically take a few business days to resolve, and the recipient should follow up directly with their bank.
3. Wait for the standard processing timeframes
If the transfer is still within the expected timeframe, it’s best to give it a bit more time before taking further action, as that transfer can be under a routine check by one of the banks.
4. Ask the sender to contact their bank
If the transfer hasn’t arrived after the expected period, the sender should reach out to their bank to initiate a trace. Only the sender’s bank can start this process and follow up on the transfer’s status.
The sender should provide their bank with the transfer confirmation document, including the SEPA reference ID and other key details, to facilitate the tracing process.
5. Still unresolved? Contact us
If all of the above steps have been followed and the funds still haven’t arrived, you can contact our in-app chat support team. We’ll assist however we can using the details provided.
If the issue involves a missing transfer, you may also need to contact the Payments team at your bank, as they can review the transfer confirmation document and investigate further.