Expecting a wire transfer but haven’t got it yet? No worries, the best thing to do is contact our customer service team, who’ll gladly assist you. 

If the payment didn't reach our system, we'll need a payment confirmation document from your bank. This helps us verify and trace the transaction accurately with our banking provider. If you're not sure how to get this, just ask your bank's Support Team for help.

Just a note: Screenshots won't be enough—we need an official bank document showing the transaction is complete.

We also suggest requesting the MT103 confirmation from the sender. This is a standardised SWIFT payment message used specifically for cross border/international wire transfers. It’s globally accepted as proof of payment and includes all relevant details such as date, amount, currency, sender and recipient. Providing us with the MT103 can be a huge help in efficiently reviewing the payment on our end.