Help, I can´t get any further!

My transfer is not accepted, what can I do?

There can be a number of reasons why your payment is not accepted: You have entered a wrong smsTAN Your internet connection is unstable Your browser has...

I didn't receive an smsTAN, what can I do?

Sometimes it can take a few minutes until the smsTAN arrives.  The reason why the smsTAN does not reach you can be the following: The device in que...

Can I have payments called back and how does that work?

As a Penta customer, you have the following options for recalling unauthorized or incorrect payments: SEPA direct debits on your account can be recalle...

I can't find a specific transaction, what can I do?

Please check if any filters are enabled for your transfer display. Normally transfers are displayed immediately. However, in some cases it may take a little...

I'm expecting an incoming payment, but I don't see it in my bank account. What happened?

Incoming payments take up to 2 business days to show up. Generally, all incoming and outgoing bank transactions are regulated by the SEPA framework. Thi...

I can't see my account balance, what can I do?

Most of the time this is due to a browser error.  Please try to refresh the page. If this does not help, please try accessing your account summary using...

I have not received a transfer confirmation by e-mail, what can I do?

Please contact our customer support. We can check in our system if the transaction was successful. If this is the case, we will be happy to send you a confi...