There may be a number of reasons, from an error on the sender’s side, to a block enforced due to sanctions on the sender. Please check to see if you have received a message from our Customer Service team detailing the reason. If not, please get in touch and provide the proof of remittance notification from the sender so that we may look into the issue further.
Before we accept an international payment into your account, we’re required by law to run some checks on the person, business or country you are receiving money from.
We do not accept payments from a small number of countries subject to sanctions. A list can be found here.