Payment Troubleshooting

I do not see a payment I made.

All outgoing transactions should show up in your account immediately. However, sometimes there can be a short delay. Please check back in several hours afte...

My payment is not going through.

There might be a few reasons why a payment is not going through: Reason Solution Incorrect TAN code was enteredPlease check that you entered the right ...

I did not receive a TAN.

Sometimes it can take a few minutes for the TAN to arrive. Also, please check that you have strong enough mobile connection to receive SMS messages. If you ...

I have a new phone, how can I change the TAN procedure?

If you have the same mobile number, no changes are needed. If you wish to change your phone number or any other contact information, please reach out t...

I made a mistake in my payment. Can I call back the money?

This is called a charge back. This is only possible if: Someone falsely deducted money from your account via direct debit that you have previously auth...

Somebody deducted money from my account, without my authorisation. Can I call back the money?

In most cases this is possible. Please contact customer support as soon as possible.

I cannot find one of my payments?

Please check that no filters are applied on your payments/transactions screen. Usually payments show up immediately, however, in unique cases, they can take...

Incoming money is not shown on my balance?

The incoming transactions can take up to 2 business days to show up. In general, all incoming and outgoing bank transactions on your account are regula...

I can't see my balance!

Most of the time this error can be a browser glitch. Please try refreshing the page and if this doesn't help, please try accessing the account from a d...

The email confirmation did not go through.

Please contact customer support. We will check if the payment was settled and can provide you with a confirmation of that as needed.

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