If over 5 business days have passed since you initiated and authorised a payment from your Altery account, and it hasn’t been credited to the beneficiary’s bank account, there are a few steps you can take to resolve the issue:

1. Firstly, double-check the bank details you provided for the transfer and ensure they’re complete and accurate. Incorrect bank details can cause delays or even result in the transfer being returned.
2. If the details are correct, drop us a message to request further assistance. We’ll contact our bank and track your payment status as well as provide you with the payment confirmation document at your request.
3. The payment confirmation document can be submitted by the recipient to their bank to help track and locate the payment in their account.
4. Choosing a full payment investigation involves charges and may take several days. It's not always guaranteed to get a response due to legal obligations. We recommend contacting us first for faster support.