If you initiate a transfer and it is declined at the debit stage, but the money is still debited, we may ask for proof of payment to investigate the issue.

Proof of payment is a document containing any relevant information provided by your bank that will help us to trace the payment.

Examples of such documents could be payment receipts, bank statements or, in rare cases where your bank does not support extraction into official .pdf format, a screenshot of the payment information.

By providing us with a document that serves as 'proof of payment', our Customer Service agents will be able to speed up the investigation and locate your funds.