How can I open an in-app Payment Investigation?

bunq

Hey bunqers 🌈,

Waiting on a payment that's taking longer than expected? No worries, we've got you covered 🌈

Start by checking if your payment needs investigation based on the estimated arrival time:

bunq-to-bunq payments: Always instant! ⚡
SEPA payments: Usually instant, but can take 1-2 business days.
SWIFT payments: Usually 2-3 business days, but can take up to a week

Still no sign of your money? Let's start a Payment Investigation! Here's how:

How to start a Payment Investigation?

Go to Profile
Select 🟢 Support
Click on "I have a problem with a payment"
Select "I have a missing payment"
Follow the rest of the flow

What information is required for a Payment Investigation?

Remember, we need specific details to track down your payment. The information we need depends on the payment type (SEPA, SWIFT, card refund, etc.). Here's what we need:

SEPA (SCT) / Instant payment:
- Sending & Receiving IBANs
- Transfer date
- Currency and amount
- Payment confirmation and EBA transaction ID or EBA message ID
SWIFT payment:
- Sending & Receiving IBANs
- Transfer date
- Currency and amount
- Payment confirmation and SWIFT reference (or MT103 export)

Pro tip: You can request a SWIFT settlement confirmation from the sending bank.

Missing card refund:
- Original card payment details
- Acquirer reference number (ARN ID) of the refund (23 numbers)
- Refund date
Missing iDEAL payment:
- Sending & Receiving IBANs
- Amount and date
- Payment confirmation
Wise:
- Sending & Receiving IBANs
- Amount and date
- Confirmation (screenshot showing EUR and other currency amounts)
- Wise transaction ID
Currencycloud:
- Sending & Receiving IBANs
- Amount and date
- Confirmation (screenshot showing amount)
- Payment reference

What are EBA and ARN IDs?

EBA ID

A unique transfer ID for every European bank transfer. If your SEPA transfer hasn’t arrived within 2 business days, ask the sending bank for this ID and share it with the receiving bank to help trace the payment.

ARN ID

A unique number for card transactions, useful for tracking payments or refunds. If you’re asked for an ARN ID, you can request it from the sending bank and share it as needed.

What happens next?

We'll review your case within 5 business days and update you through your Bank Account overview. You'll get a pop-up notification when we have news!

Good to know

Selfies, ID cards, unrelated pictures, or irrelevant statements won’t be accepted and may result in the investigation being closed due to insufficient information or mismatched data.
Provide a payment confirmation specifically for the missing payment.
Open 1 Payment Investigation per missing payment.