Refunds and disputes

01Failed transactions

A request that does not deliver is not charged. The hold on your wallet is released in full, automatically, as soon as the final state is known. You do not need to ask.

02Transactions we cannot resolve straight away

Sometimes a network cannot say at once whether a top-up landed. We keep asking until it can. While that runs, the hold stays on your wallet and out of your available balance, so you are never charged for an unknown outcome and never charged twice when the answer arrives.

03When a customer says it did not arrive

Open the transaction in the dashboard. It shows every channel tried, the network's reference for the one that delivered and the exact timing. That reference is what a network needs to trace a top-up on its side.

If the record says it delivered and the customer still disputes it, raise it from the transaction itself. We take it to the network with you and keep you on the thread.

04Your balance

Your settled balance is yours. You can withdraw it to a verified bank account at any time, including when you close the account.

We may pause a withdrawal while we investigate activity that looks like fraud. If we do, we tell you, and we tell you what we need.