If you've completed a top-up but the funds do not appear in your Payhawk account, there are certain actions you can take to address the common causes for such delays.
When you top up your Payhawk account, delays may occur during the transit process before the funds reach Payhawk. For more information, see the currencies and payment schemes for top-ups. The processing time for deposits can vary based on the following factors:
The currency of the transfer.
The location or country funds are sent from.
The specific bank used to make the transfer.
If your funds are not visible in your Payhawk account within the expected timeframe, follow these steps:
Reach out to your sending bank and ask them to trace the transaction.
Contact Payhawk Support and send them the proof of payment for the transfer. They will confirm if the payment details match, or the provided account details and transfer instructions are correct.
If your funds are still not visible, contact your sending bank and submit a request to recall the funds. The request must be initiated by your bank, as Payhawk cannot trace transactions that haven't been received.