Most delays have a simple cause. Here's how to identify it and resolve it fast.
When should I be concerned?
If your transfer shows as "Completed" but the money hasn't arrived, check the estimated times first. Weekends, holidays, and banking cut-off times can all delay when funds are credited at the destination.
Estimated times by method
| Method | Estimated time |
|---|---|
| Local currency bank transfer | 1 to 3 business days |
| International bank transfer in USD | 1 to 5 business days |
| Crypto | Minutes to 6 hours, up to 1 business day for compliance review |
| Debit card transfer | Minutes to 1 business day |
| Payoneer, Zinli, AstroPay | Generally fast, may vary due to validations |
Most common causes of delays or failures
- Incorrect or incomplete bank details
- Inactive or closed bank account
- Wrong crypto network
- High amount under compliance review
- Non-business days affecting settlement
- Transfer sent after the banking cut-off time
How to update incorrect details
- Go to your Global Account
- Tap Send Money
- Select the account you want to review
- Tap View Info
- Update the details
This often resolves the issue immediately.
Tips to avoid delays
- Verify all details before confirming: name, account number, IBAN, SWIFT, or BIC as applicable
- Send bank transfers before 3 PM, the usual cut-off time for same-day processing
- Try to send earlier in the week: transfers only move on business days
Example: if you send on Thursday afternoon and the estimated time is 3 business days, the days that count are Friday, Monday, and Tuesday.
How long does it take to resolve an issue?
Most cases are resolved within up to 3 business days. Often sooner.
Still not resolved?
Reach out from the app or at support@getontop.com. We'll look into it with you.