What should I do if the transfer is not added to my account?

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The vast majority of transfers reach the recipient within the estimated time period. However, there are situations where transfers take longer.
If the transfer did not reach your personal CFPS account, please follow the steps below.

Step 1: Identify if there were indeed any delays.
Transfers to IBAN in the Single Euro Payments Area (SEPA) are completed within a few minutes (if the bank is connected to the system) or 2 business days. International SWIFT transfers reach the recipient within 3 to 5 business days.

If the transfer time is not over, please wait. Keep in mind that some banks do not process transactions on weekends and holidays.

If the transaction deadline is exceeded, please go to the next step.

Step 2: Check your account activity.

  • Go to the Transactions section of your account in the CFPS app. Check if the funds have been sent.
  • If the transaction was not aborted for some reason, contact your bank and request the fund transfer confirmation letter. The document should contain the date, amount, sender’s name and IBAN, and the recipient’s name and IBAN. 

If you did not make the transfer, the same procedure should be followed by the sender. 

  •  Check the details in the fund transfer confirmation letter against the data in your account. If the details do not match, please contact CFPS customer service and explain the situation. Our customer service team will be happy to help you.
  • If all the details are correct, please contact the sending bank and request a trace on the fund transfer.
  • If the sending bank has confirmed the transaction and removed the inconsistency, please contact the CFPS customer service team. We will do our best to resolve your problem once we have received the correct information about the transfer.

Please note that the transfer can only be traced if the transaction delivery has been delayed.