I've loaded the card but I can't see the money. Why is that?

Depending on the loading method you use, it may take some time for your funds to appear in your account. 

If the amount is visible on your account but it's being held:

• Verify your IDV level. If the top-up limit has been exceeded, you need to upgrade your account. Click here for more information.
• Check your email inbox. For security reasons, we may need some information. In this case, we have emailed you asking you to provide the information/documents we need to release the amount.

If the amount is not visible on your account:

If the money is not visible in your VIABUY account, none of the above applies, and it has been more than 5 working days after the date of your transfer, you can request that we start a manual investigation by sending us an email with a copy of the bank transfer receipt you received from your bank. Send us the transfer receipt here or get in touch with us for further information.