My Deposit Hasn't Arrived — Troubleshooting Guide

If your funds haven't appeared yet, here's how to find out why and what to do next.

Check the expected timeframe first

ACH and standard SEPA transfers process on business days only. Transfers sent over weekends or public holidays will begin processing the next business day.

Important: As soon as a deposit is triggered, it appears in your Activity with an amount and an amber status — so you always know something is on its way. Tap the transaction, then tap More to expand the full status timeline and see exactly where your funds are in the process.

Once the deposit is complete, the amount updates automatically and the status moves to final. If a payment is rejected at any stage, the timeline shows precisely where and why it was declined — so there's never any guesswork.

Bank transfer (SEPA / ACH / Faster Payments)

Start with your bank:

• Confirm the transfer was sent — not just initiated or scheduled.
• Note your payment or transaction reference number.
• Verify you used the exact Wirex One account details shown in the app.
• Confirm the transfer was sent in the correct currency.

Common reasons for a delay:

• Incorrect IBAN, routing number, or sort code
• Transfer sent in the wrong currency
• Transfer from an account not in your name
• Weekend, public holiday, or bank cut-off time

If it still hasn't arrived after the expected timeframe, contact Wirex One support with your payment reference, amount, currency, and date of transfer.

Onchain deposit

Check the transaction on-chain:

• Copy your transaction hash (TXID) from your sending wallet or exchange.
• Look it up on a blockchain explorer (e.g. Etherscan for ERC-20, Tronscan for TRC-20).
• Confirm it's fully confirmed with the required number of network confirmations.

Common reasons for a delay:

• Awaiting sufficient confirmations
• Wrong network used
• Unsupported token sent
• Network congestion

If confirmed on-chain but not in your account after 30 minutes, contact Wirex One support with your TXID, token, network, wallet address, and amount.

Important: Funds sent to the wrong address or network cannot be recovered. Always double-check the address, network, and Memo before sending.

Card top-up

Card top-ups are instant.

• If your payment was declined, see Why Was My Card Top-Up Declined?
• If your bank shows the payment as successful but it hasn't arrived in your Wirex One account, contact support with the transaction date, amount, and last 4 digits of the card.

FAQ