What should I do if my incoming payment takes longer than the estimated time to credit my account?
If your incoming payment takes longer than the expected timeframe:
- Contact the sending bank – They can provide real-time updates on the payment’s status.
- Request a transfer confirmation document – This should include the full payee account details to ensure the payment was sent correctly.
- Submit a request via chat – Log in to the platform and click “Problem with a Payment?” below the chat window. Select “Incoming Payment” and provide the relevant transfer details (such as the date, amount, and currency). You will also have the option to upload a transfer confirmation document from the remitting bank once you submit the form. This information will help us review the payment on our end.
You can refer to the expected processing times here: How long does it take for payments to arrive?
While Statrys can display the status of an incoming payment, we do not control or influence payments that are still in transit. We also cannot expedite or track payments that are not yet in our system. In most cases, the sending bank has the most complete visibility on the payment status, as they initiate the transfer.
