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.
- Raise the ticket in-app chat by following the steps below:
1. Open the in-app chat and select “Help Topics”
2. Choose “Payments & Transfers”
3. Select “Report a Problem”
4. Choose the relevant transaction reference, or select "My transaction is not listed here" if it doesn't appear
5. Click "Raise an issue"
This is usually the fastest way to get support, as tickets are routed directly to the relevant team for review and follow-up.
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.
