My Transfer Hasn't Arrived — Troubleshooting Guide

Modified on Tue, 23 Jun at 3:08 PM

If you've sent funds but they haven't reached the recipient yet, here's how to find out why and what to do.

Check the expected timeframe first

Method	Processing time
SEPA Instant (EUR)	Seconds to a few minutes
SEPA (EUR)	1–3 business days
Faster Payments (GBP)	Instant, up to 2 hours
ACH (USD)	1–3 business days
Stablecoin	Depends on network type
Debit or Credit Card	Usually instant

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

Important: For complete visibility into every transfer, tap the transaction in your Activity and select More to view the full status timeline.

From the moment a transfer is initiated, it appears in your Activity with an amber status — updating automatically at every stage, from Payment Scheduled through to Sent to Recipient's Account.

Should a transfer be delayed, failed, or rejected at any point, the timeline reflects this instantly — showing exactly where and why, so you're always in control.

Bank transfer (SEPA / ACH / Faster Payments)

Check in your Activity first:

Confirm the transfer status shows as Sent or Completed — not Pending or Failed.
Note the transaction reference shown in the Activity detail screen.

Ask the recipient to check:

Their bank may have a processing delay.
The funds may be pending on their end.

Common reasons for a delay:

Transfer sent over a weekend or public holiday
Recipient bank processing delay
Incorrect account details — transfer may have been returned

If it still hasn't arrived after the expected timeframe, contact Wirex One support with:

Transaction ID from your Activity
Amount and currency
Date and time sent
Recipient's account details used

Debit or Credit Card

Card transfers are typically instant. If the recipient hasn't received funds after 2 business days:

Ask the recipient to check with their card issuer — some issuers take longer to credit received funds.
Contact Wirex One support with the transaction ID or date, amount, and last 4 digits of the recipient's card.

Onchain Transfer

Check the transaction on-chain:

Find the transaction in your Activity and copy the transaction hash (TXID).
Look it up on a blockchain explorer (e.g. Etherscan for ERC-20, Tronscan for TRC-20).
Confirm it is fully confirmed with the required number of network confirmations.

Common reasons for a delay:

Awaiting network confirmations
Network congestion
Wrong address or Memo — funds may be unrecoverable

Important: Onchain transactions are irreversible. If sent to the wrong address, Wirex One cannot recover the funds.

FAQ

How long should I wait before contacting support?

Allow the full expected window: 3 business days for SEPA/ACH, 2 hours for Faster Payments, 2 business days for card transfers, and 30 minutes for onchain. After that, contact us.

What details should I have ready for support?

Transaction ID or TXID, amount, currency, date, and recipient details.

How do I check the detailed status of my transfer?

Tap the transaction in your Activity, then tap More to expand the full status timeline — you'll see every stage in real time.

What stages does a transfer go through?

Once initiated, a transfer moves through the following stages: Payment Scheduled → Funds Deducted from Wallet → Transfer Confirmed → Sent to Recipient's Account.

What does it mean if my transfer failed?

The status timeline will show exactly at which stage the transfer failed. Check the reason shown and retry with the correct details, or contact Wirex One support if the issue is unclear.

What does it mean if my transfer was rejected?

A rejection can occur at any stage — on Wirex One's side or the recipient's bank. The timeline will indicate where the rejection happened, making it easier to understand next steps.

Will I be notified when my transfer is complete?

Your Activity updates automatically once the transfer reaches its final status. Tap the transaction at any time to see the latest stage.

Can Wirex reverse a sent transfer?

For bank transfers, we may be able to request a recall — contact support as soon as possible. For onchain transfers, reversals are not possible.

The transfer shows as Completed in my Activity but the recipient says they haven't received it.

The funds have left your Wirex account. Ask the recipient to check with their bank or card issuer. If the issue persists, contact Wirex One support with the transaction reference.

Why was my transfer returned?

Common reasons: incorrect account details, the recipient's bank rejected the payment, or a compliance hold. Returned funds will appear in your Activity. See Why Was My Transfer Rejected? for details.

Still have questions?

Our support team is here to help

Contact support