While we process most transfers quickly, we or our partners sometimes need to perform checks to help keep your money safe.
Transfers processed through nsave often involve external banking partners. These systems help facilitate transactions but occasionally introduce scenarios where transfers may encounter issues. Understanding these factors can help set expectations and aid in troubleshooting when problems arise.
Several reasons might lead to a transfer being delayed or encountering issues, including:
Security Reviews and Verifications: Transfers may be temporarily held for review as part of standard safety and regulatory practices. These reviews ensure compliance and protect against fraudulent activity. While most reviews are resolved quickly, delays may happen based on the complexity of the transaction or the need for thorough checks.
Technical Issues or Processing Delays: Occasionally, technical glitches with either nsave or associated banking systems may delay transaction processing. These delays are typically resolved within standard processing times, and updates are provided promptly.
Held Transactions and ON_HOLD Reviews: Transactions flagged as "ON_HOLD" or requiring further scrutiny may take longer to process, typically within 7–10 business days, depending on their complexity.
Understanding ON_HOLD Status for Transactions
When a transaction in your nsave account is listed as "ON_HOLD," it means it has been flagged for a routine security and compliance review. This status may appear for outbound transfers or other account activities as part of our efforts to safeguard accounts and meet regulatory requirements. While "ON_HOLD" indicates a pause for review, updates and resolutions are typically processed promptly.
Most compliance and transaction reviews are completed swiftly, typically within 1–2 business days. However, in certain cases, such as compliance escalations or complex reviews, processing may take as long as 7 business days. When this happens, we'll update you directly.
Although nsave isn't a regulated institution, we partner with regulated financial companies. That’s why these checks are necessary and do not suggest there’s any issue with your transfer. During the compliance review process, no action is typically required from you unless specifically prompted. If additional verification is needed, the compliance team will reach out directly via email or the in-app messaging system. If your transaction is marked as "ON_HOLD," no action is usually required unless you are notified. It is important to monitor your email (including spam/junk folders) and in-app notifications for updates. These notifications will outline if any additional information from you is needed to proceed.
If your transfer does not go through, these are the most likely causes:
Issuing Bank Declined the Transfer: Transfers can sometimes fail due to restrictions or declines imposed by your issuing bank. This might include insufficient funds, regulatory restrictions, or card-specific limitations (e.g., limits on international transactions).
Unsupported Cards or Processes by Banking Partner: Some cards may not be processed by nsave’s network of banking partners. This scenario is outside nsave's direct control but is an important point to consider when determining the possible reasons behind a failed transaction.
If you experience an issue, delay, or rejection, follow these steps:
Check with Your Issuing Bank: Confirm whether the issue stems from your bank. This might involve ensuring your account balance is sufficient or that your card is supported for certain types of transactions.
Contact nsave Support: Should the issue persist, nsave’s support team is available to assist. When contacting support, provide relevant details, such as your transfer date and the amount, to help resolve the issue quickly.
If your transfer takes extra time, there's no cause for concern. We'll contact you directly if we need more information. Keep an eye on your app or email (including spam folders) for updates! You will also receive notifications through the nsave app once any required review is completed and the funds are processed. For transactions marked as "ON_HOLD," the same communication channels apply. Once the review is completed, the status will automatically update, and notifications will be sent promptly.
For additional assistance or personalized support, please don’t hesitate to reach out to nsave's customer support team.