Hey bunqers 🌈

In order to make life easy, we worked on an in-app flow, which will help you investigate missing payments faster than ever! Until now, you had to open a chat with our Support team and request a payment investigation through them. Not anymore! Now you can do it all by yourself through the app.

How do I start a Payment Investigation for an Incoming Payment?

Someone sent you a payment and you're still waiting for it, even though the expected time period has passed? In order to start a Payment Investigation, you can follow this easy process:

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

How do I start a Payment Investigation for an Outgoing Payment?

You’ve sent funds to someone and they claim that the transfer is nowhere to be found, even though the expected time period has passed? In this case, follow this simple process to start investigating:

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

You can open an in-app Payment Investigation only for SEPA and SWIFT transfers. For missing card payments, you need to provide us with an ARN code.

Types of Outgoing Payments

For Instant payments

The app flow will take you to a page where you’ll be able to contact the receiving bank right away. You can also export a payment statement with just one click so that you can provide it to the relevant Support department for investigation.

For Wise deposits

In cases where a Wise deposit is missing the Wise Support team will be able to assist you further. On the screen you’ll see an option to contact them and also to export a payment statement with just one tap 🚀

For Card payments

If your card payment didn’t arrive to the merchant, make sure to contact them as advised on the screen with a payment statement. The merchant can make an investigation for you and spot the payment right away.

For Bank transfers

For a missing bank deposit, you’ll be advised to contact the receiving bank with a payment statement, which you’ll be able to export with just one tap during the process 💸

What info is needed for a payment investigation?

Depending on the payment, different information is required to help us locate your funds:

SEPA (SCT) / Instant payment

a) Sending IBAN
b) Receiving IBAN
c) Date of the transfer
d) Currency and amount
e) Payment confirmation and EBA transaction ID or EBA message ID

SWIFT payment

a) Sending IBAN
b) Receiving IBAN
c) Date of the transfer
d) Currency and amount
e) Payment confirmation and SWIFT reference (or MT103 export) - You're always welcome to request a SWIFT settlement confirmation from the sending bank to us

Missing card refund

a) Original card payment
b) Acquirer reference number (ARN ID) of the refund (23 numbers)
c) Date the refund was sent

Missing iDEAL payment

a) Sending IBAN
b) Receiving IBAN
c) Amount and date
d) Payment confirmation

Wise

a) Sending IBAN
b) Receiving IBAN
c) Amount and date
d) Confirmation (can be a screenshot in the app that shows the amount in EUR and the amount in the other currency)
d) Wise transaction ID

What’s an EBA ID?

EBA ID or "European Banking Association ID" is a unique transfer ID. Every transfer you make has this ID, so that it can be recognized by every European bank.

If you’ve sent a SEPA transfer and it hasn't arrived within 2 business days, you can request this ID from the sending bank and provide it to the receiving bank. This way they can trace the payment.

What’s an ARN ID?

ARN ID or “Acquirer Reference Number“ is another payment ID and is a unique number assigned to a card transaction as it moves through the payment flow. The ARN can be used to track a payment or a refund you’ve made.

In case you’re asked for an ARN ID, you can request it from the sending bank and provide it wherever is needed.

Good to know

Selfies, ID cards, random pictures or statements that don't relate to the missing payment won't be accepted. This can directly lead to the investigation being closed due to lack of information or data mismatch.
The payment confirmation should be for the missing payment only
Open one payment investigation per missing payment, so that the investigation can proceed normally 🙌

What happens after I’ve submitted the Payment Investigation?

Our relevant department will review your missing payment in three business days and contact you through the open event in your sub-account’s overview. You’ll receive a pop-up notification once we’ve got news for you. You can always check the investigation yourself by going to your Home page > click on the sub-account in question > tap on the investigation event > check the feedback you’ve received.

Good to know before you escalate a Payment investigation

When you send a payment from your bunq account, we'll process it right away and send it to the receiving bank. It can then take a couple of days for the payment to be processed into the receiving bank account.
When you expect a payment to arrive from another bank, as soon as we receive the payment from the sending bank we'll immediately process it and add it to your balance.
SEPA transfers take up to 2 business days to arrive
SWIFT payments take up to 7 business days to arrive

Learn more on when you’ll receive your payment here 💪

We have a lot of useful resources available that can help you explore the bunq app and answer your questions. Have a look here 🌈