Support and stuck payments

Nearly every message to support circles the same question: where is my money. It can be answered in a single round, provided the first message already contains the detail that makes a payment findable. This page is a template for writing that message and a guide to what each kind of reply actually means. Status definitions are on the withdrawal page.

Channels and what each is for

This portal is not a contact point for the operator and publishes no phone numbers or addresses of its own — current contacts exist only on the operator's site. What is described here is how the channels are structured, not who to call.

What the message must contain

• The email address the account was opened with.
• Date and time of the transaction, with the time zone.
• The amount in euros and the channel used.
• The payment reference for a bank transfer, or the transaction hash for crypto.
• The current status exactly as the cashier displays it.
• One sentence stating what is wanted: confirmation, a trace or a return.

The fourth line carries the weight. A reference or a hash is the only identifier that behaves identically at every link in the chain, which means it is the only thing that lets a payment be located from either end. Leaving it out guarantees that the first reply will simply ask for it, costing a full round.

Where the line runs

The boundary is approval. While a request shows as pending or under review, it is inside the operator and the question belongs there. Once it reads approved or sent, the money has been handed to the payment provider and the remaining wait belongs to a bank — at which point it is worth asking your own bank in parallel whether a payment carrying that reference has arrived. Sending the same message to the operator a third time does not change which link the money is sitting in.

The three recurring cases

A deposit that never appeared. First establish whether the money actually left the bank. If it did not, the transaction broke before the chain and there is nothing to trace. If it did, the reference alone usually resolves it within the day.

A payout pending longer than usual. Almost always a missing document, or simply a first request going through manual review. Asking directly what is outstanding is faster than waiting for the next automated notice.

Sent, but nothing arrived. This one belongs to the bank. The reference and the date are what is needed, and if the payment travelled the standard SEPA rail then the banking-day calendar described on the bank transfer page explains most of the delay.

When to escalate

If no reply arrives within the channel's normal window, or replies repeat without substance, the next step is a written complaint: a dated account of what happened, with amounts and references, citing the earlier correspondence. The procedure and the stages beyond it are described under complaints. This portal does not arbitrate disputes — it documents the route rather than representing either side.

Two pages that answer most questions first

A fair share of tickets never need to be opened. The payments overview gives the normal timing of every channel together with the reason behind it, and the account opening page explains the order of checks and why a first payout takes longer. Anything still unresolved after those two is usually the kind of question that genuinely needs a person.

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