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

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 to provide the information/documents we need to release the amount.

If the amount is not visible on your account:

• If the money was sent to your IBAN from a non-SEPA bank account (for example, you made an international transfer from a bank account outside the SEPA zone), then the transfer was rejected by the bank and sent back to the originating bank account. Kindly check with the sender bank, the funds should reach the originating bank account within 5 working days.

Please keep in mind that your assigned IBAN can only be used to receive transfers from the SEPA zone, so any international transfers or foreign currency transfers will be automatically rejected and sent back to the sender! Check this article on how to load your VIABUY account via one of the available loading methods, including international transfer: How can I load my VIABUY card?

• 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.