The funds have been withdrawn, but the transaction is still being processed on the recipient's end.
Once we have withdrawn the funds, we need to wait for the recipient's wallet provider to respond. This process is usually instant, but sometimes the recipient's wallet provider can take up to three business days (not including the day of the withdrawal, the weekends and public holidays) to process the incoming transaction.
Transaction is successful, but my recipient has not received the funds.
Paysend transfers money to the recipient's wallet instantly. After that, the recipient's wallet provider may take up to 3 business days to deliver the funds. Please note that the sending day, weekends and public holidays do not count as business days.
I entered the wrong wallet number.
Please contact our Customer Support team via live chat or email as soon as possible and we will do our best to assist you with the issue you are experiencing.
I need to cancel a successful transfer to a wallet.
If you want to cancel a successful transfer, please contact our Customer Support and we will contact the recipient's wallet provider to check the status of your transaction. We also kindly ask you to elaborate on the reason of transfer cancellation in your message.
Please note that it is not possible to cancel a successful transfer to a wallet in the Philippines.
The transfer is not being sent to the wallet number I specified when creating the transfer.
The account details used to create the transfer and confirm the transaction will be used to send the funds. The account provided may not be receiving the funds at the moment and the recipient's wallet may be transferring the funds to another account or savings account of your recipient. We recommend that your recipient contacts their wallet operator directly for more information.
The recipient's wallet provider declined the transaction, but the transfer is still shown as successful in Paysend.
Please note that if the recipient's wallet declines the transaction, the funds can already be on the processing side for a refund. Please ask the recipient to contact their wallet provider for a proof of refund, which Paysend could use for further investigation.
If you decide to contact our Customer Support, please also provide the following information in your request:
- the phone number you provided when you registered, including the country code
- your first and last name
- your email address
- the ID number of the transfer in question.