What should I do if my bank transfer has not been processed?
Have you made a bank transfer, but your payment has not yet been processed? In this article, you'll learn which checks you can perform yourself, how to provide proof of payment, and when you should contact PAY or your own bank.
1. Check that you used the correct bank account number
Please verify that you transferred the funds to the correct bank account number (IBAN) as stated in the payment instructions.
If you used an incorrect bank account number, your payment may not be processed or may have been transferred to a different recipient.
2. Check whether the payment has been returned
In some cases, a bank transfer is automatically returned to your account. This may happen if the payment could not be processed due to incorrect payment details or because it was rejected by the bank.
Please check your recent bank transactions to see whether the payment has been credited back to your account.
3. Send us proof of payment
If the payment has not been returned and you are certain that you used the correct bank account number, please contact PAY by email and provide proof that the payment has been debited from your bank account.
Please make sure your proof of payment includes the following information:
- The date of the payment.
- The amount transferred.
- The beneficiary's bank account number (IBAN).
- The payment reference or transaction ID (if available).
- Confirmation that the amount has been debited from your bank account.
This information will help us investigate your payment more quickly
Please send your request to info@pay.nl and include all relevant information. We aim to respond to your email within a maximum of 3 business days.
4. Contact your bank
If we are unable to locate your payment, please contact your own bank and ask them to initiate a payment trace.
Your bank can trace the transfer and investigate where the payment is or why it has not been processed.