If the money IS visible on your card but is being held:
It may be because:
- the top-up limit of your IDV level has been exceeded and you need to upgrade your account
Click here to read how to upgrade
- the sender is unknown in our system and may need to further documentation. Read further information here
- the transfer is being verified for security reasons
If the money IS NOT visible on the card:
If the money is not visible in your VIABUY account 5 working days after the date of your transfer, you can request that we start a manual investigation by sending us an email and a copy of the bank transfer receipt you received from your bank. add the email.