Hey bunqers 🌈

Someone sent you a payment and you're still waiting for it, even though the expected time period has passed? You can open a Payment Investigation all by yourself through the app. However, before kicking off the process, see if your payment needs investigating or if it’s still within the expected timeframe 👇

bunq: always instant!
SEPA: usually instant, but can take 1-2 business days.
SWIFT: usually 2-3 business days, but can take up to 1 week.

Note: All payments are subject to continuous monitoring so that bunq can ensure the security of your account. This may affect the timeframes listed above.

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

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
Follow the rest of the flow

Can I start a Payment Investigation for an Outgoing Payment?

In bunq we aim to process outgoing payments promptly. However, please be aware that there might be a monitoring delay. To provide proof of a successful payment, you can export a statement from your account and share it with the recipient.

What info is needed for a payment investigation?

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

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

Currencycloud

a) Sending IBAN
b) Receiving IBAN
c) Amount and date
d) Confirmation (can be a screenshot that shows the amount)
d) Payment reference

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.

What happens after I’ve submitted the Payment Investigation?

Our relevant department will review your missing payment in 5 business days and contact you through the open event in your Bank 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 Bank Account in question > tap on the investigation event > check the feedback you’ve received.

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 🙌

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