If your transfer is declined at the debit stage but the money was still taken from your account, we may need proof of payment to investigate and locate the funds.
What is proof of payment?
It’s any document from your bank that shows the payment details. This helps us trace the transaction on our side.
Acceptable documents include:
- a payment receipt from your bank or banking app
- a bank statement showing the debit
- a screenshot with all relevant payment details (only if a PDF isn’t available).
Tip: Make sure the document clearly shows the date, amount, recipient details, and your account information.
Once we receive your proof of payment, our Customer Support team will start investigating right away to help recover your funds faster.