Deposits from your bank account are processed every 2-4 hours, Monday to Friday, 8am - 5:00pm (excluding public holidays).
If your deposit hasn't arrived within our processing times, there’s a number of reasons why this could be:
1. Did you send it from your active entity's bank account?
We only accept deposits from local (UAE) bank accounts in the same name of your business. If you’ve sent money from another account, this won’t be applied. Send us a message in-app and we can talk through your options here.
2. Did you include your unique Pemo Reference Code?
Your unique reference is just that - unique to you. Your reference is what directs your money to your Pemo account. Not including it or mis-typing it means that your money cannot be allocated to your account automatically. It’s then dependent on you contacting us regarding your deposit so that we can locate it and apply it to your account.
3. Is your Company's Account name registered with the bank the same as the one you use for Pemo?
If you’ve changed your company name, or the name doesn't match, your money might not be automatically allocated either. This is because the remitter details on the payment received may not match the name registered on your Pemo account and this discrepancy will be flagged. Often, we’ll need sight of a bank statement from the account you sent the funds from in order to allocate your deposit.
4. Did you send money from an e-money institution?
We can only accept deposits from authorised banks. We cannot accept payments from providers such as e-wallets because they are not authorised as banks. If you deposited via an e-money institution we won’t apply your money to your account and we will need to return it to you.
5. Did you send this from a personal account that’s in your name?
Since your account with us is a corporate account, you can’t use your personal bank account to make a deposit. Nor can another person make a deposit on your behalf from their bank account. In both these cases, we will need to return your deposit back to the account it originated from.
6. Does your bank use an intermediary bank to make deposits?
If your banking institution uses an intermediary bank to send money to us then this may delay your Top-Up appearing in your account. This is because we will receive remitter details relating to the intermediary bank instead of yours, so the payment isn’t automatically identifiable. We’ll need sight of a bank statement evidencing the payment from you in order to apply the deposit in this situation.
7. Did you send this as a standing order or bill payment?
These take typically 3-5 working days to apply to your account as they require remitter details to be received from the bank and some manual processing from our side.
Important to note: If you’ve sent money to Pemo which hasn’t arrived and we’ve not been able to get in contact with you, we’ll ask our bank to process a return of funds to the account the deposit came from after 5 working days.
If it’s been more than 4 hours your deposit may have been affected by one of these issues, please reach out by in-app chat by navigating to:
MAP THE BELOW CORRECTLY PLEASE:
“Portfolio” tab > Profile icon > “Contact us” > "Send us a message" > “My money” > “My deposit hasn’t arrived”. 🙏