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.

• Direct debit payments: Usually instant, but can take 1-2 business days.

• Wise payments: Usually 2-5 business days, but can take up to a week due to weekends or public holidays.

• SWIFT payments: Usually within 5 business days, but can take up to a week due to weekends or public holidays.

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

How to start a Payment Investigation?

If you're missing an outgoing bank transfer payment (SEPA or SWIFT), we're here to help with a Payment Investigation! Just follow these simple steps:

1. Tap on your Profile in the top left corner

2. Tap on Support

3. Make sure to share all of the following details with our instant support chat:

   • A quick description of the issue,

   • Your Bank Account details (IBAN),

   • The sender's Bank Account details (IBAN),

   • The payment date and amount,

   • A payment confirmation document (e.g., a bank statement),

   • A transaction ID (EBA ID if your transfer was made within the EEA or the UETR code if you made a SWIFT payment).

Once we have these details, our Payments team will get right on it and sort things out as soon as possible! 🚀

💡If you’d like to request a refund for a card payment, you can create a chargeback request directly in the app. 

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)

  • Unique end-to-end transaction reference (UETR) code

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

  • Payment reference

• 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, ARN and UETR IDs?

EBA, ARN and UETR IDs are identifiers which help to track and manage payments. To help us locate your payment easily and quickly, we need a transaction ID. Find out more about each of these individual IDs below:

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.

UETR Code

A unique end-to-end transaction reference code, used to track SWIFT payment. If you’re asked for a UETR code for a specific SWIFT payment, you can locate it in the payment event in the bunq app.

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!

Rejected or returned payments

If a payment you sent is rejected or returned by the beneficiary bank, it may take up to 4 working days for the money to return to your account. In some cases, the process can take longer if the beneficiary bank performs additional checks.

If the beneficiary bank requests more information about your outgoing payment:

• You can export your payment statement and share it directly with the receiving bank.

If the payment was successfully sent from our side but the beneficiary bank cannot locate it, we require a statement confirming that they didn’t receive the payment using the provided reference to investigate further.

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.

• You must have an active bunq account in order to initiate a payment investigation.