We know that timing is everything in business. If you encounter an issue with a payment—whether it’s delayed, pending, or declined—here is how to navigate the situation and get your funds moving again.
Delayed or Missing Transfers
If your recipient hasn't received their funds yet, please perform a quick two-step check:
The 1-Day Window: Has the standard processing time of 1 business days passed?
Detail Verification: Are the beneficiary details (IBAN, BIC, etc.) on your transfer receipt 100% correct?
If the answer to both is "Yes", please reach out to us. We will initiate a trace to locate your funds and provide an update.
Cancelling a Transfer
Because wamo is built for speed, payments are initiated the moment you submit them.
The Reality: In most cases, once a transfer is submitted, it cannot be cancelled or recalled.
The Exception: If our banking partner has not yet processed the request, there may be a small window for intervention. If you’ve made an error, contact us immediately via chat.
Understanding Failed, Declined, or Refunded Payments
If a transfer doesn't reach its destination, it is usually due to one of the following logistical reasons:
Issue | Common Causes | Recommended Action |
Failed / Declined | Insufficient funds; incorrect recipient details; or the recipient bank rejected the transfer. | Verify your balance and the recipient's data. If both are correct, ask the recipient to contact their bank. |
Pending | Standard security reviews; bank holidays; or we require more info from you or the counterparty. | Check your app notifications for any "Information Requests" to help us accelerate the process. |
Refunded | Incorrect account details; the recipient's account is closed; or the bank reversed the payment. | Double-check the recipient's current details and try the transfer again once verified. |
Missing Incoming Funds
Expecting a payment that hasn't arrived? If it has been more than 2 business days, we are happy to investigate. To help us find your money faster, please have a Proof of Payment (transfer confirmation) ready from the sending bank. This document must include:
Your wamo business account details.
The exact transfer amount and date.
The sender's account information.
Need an answer right now?
If you're dealing with a time-sensitive payment error, our team is ready to assist.
Need an instant answer? The quickest way to get help is through our Live In-App Chat. Just tap the message icon in your wamo app to speak with us right now.
Alternatively, you can reach us at support@wamo.io for less urgent matters.