What should I do if my deposit is delayed or has not been credited yet?

If you have made a transfer, the amount will usually be available in your clearing account after two bank working days.

If you have been waiting for a transfer for some time, please first check whether the account you are using is already stored in your account. In the account overview, you can view all accounts from which a deposit has already been instructed to your clearing account. You can see whether an account has been accepted for a deposit under the note for the respective account. It will say ‘Accepted’ or ‘Rejected’

If you have an Intesa SanPaolo account, make sure you have set up an European bank transfer and not an international one, as international bank transfers are not supported and will be rejected. A fee might also be applied.

If you have been waiting a long time for the funds to be credited to the account, we ask you to provide us with the bank transfer receipt complete with the IBAN of the originator and the beneficiary, the amount of the transfer and the date of the transfer so that we can forward it to the competent department. You can upload the receipt here: add link