If you're experiencing problems with payments on your Neno account, this article covers the most common issues and how to resolve them.

If your transfer was rejected or not sent, check the following:

Insufficient funds: Your available balance (not booked balance) must cover the transfer. Pending outgoing transactions reduce your available balance even before they're booked.

Spending limits reached: Your account membership may have daily or monthly transfer limits. Check your limits under Account → Settings. If you've reached a limit, you may need to wait until the next period or request a limit increase.

Invalid recipient details: An incorrect IBAN, missing BIC code (for international transfers), or mismatched recipient name can cause rejection. Double-check the details and try again.

Consent not completed: Transfers may require Strong Customer Authentication (SCA). If you didn't complete the confirmation step (e.g., push notification approval), the transfer won't be processed. Try again and complete the verification.

Account restrictions: In rare cases, your account may have a temporary restriction due to compliance checks. Check for any notifications in your dashboard or contact support.

Standard SEPA timeline: Normal SEPA transfers take up to 1 business day. Transfers sent on Friday evening or over the weekend will arrive on the next business day (typically Monday).

Sender's bank processing: Some banks process outgoing transfers in batches at specific times. The sender's bank may not have dispatched the transfer yet.

Compliance screening: Transfers may be held by the sending or receiving bank for routine compliance checks.

Wrong IBAN: Ask the sender to confirm they used your correct IBAN. Even a single digit error will cause the transfer to fail or be sent to a different account.

If an expected transfer hasn't arrived after 2 business days, contact support with the expected amount, sender details, and date sent.

Card blocked: Check if your card is blocked in the Cards section. You can unblock it if it was blocked by mistake.

Spending limit reached: Card transactions count against your card's spending limits. Check your remaining limit.

3D Secure not completed: Online payments may require 3DS verification. Make sure you complete the confirmation step when prompted.

PIN lockout: Three consecutive wrong PIN entries block the card. View your correct PIN in the Cards section and make a successful chip-and-PIN transaction to unblock.

Merchant restrictions: Some merchant categories may be restricted on your card. Contact support if you believe a legitimate transaction was incorrectly declined.

Standing orders can fail for the same reasons as regular transfers — most commonly insufficient funds at the scheduled execution time. Ensure your account has sufficient available balance before each scheduled payment date.

Check your standing orders under Transactions → Standing Orders to verify the schedule and status.

If you've tried the steps above and the issue persists, contact Neno support at support@neno.co. Include as much detail as possible: the transaction amount, date, recipient or sender details, and any error messages you see.