FAQ

Why is my payment in a pending state?

We do our best to process and send your transfer to the recipient as fast as possible, however, in some cases the payment can be in pending state a bit longer. If you see that your payment is in pending state, this simply means that it is being processed by one of our payment processors. This process can take up to 2 business days. After you see that payment is in completed state, it means that it is on the way to the recipient.

To avoid any issues and delays, please make sure that the recipient account details are correct.

Why has my payment been declined?

First of all, please make sure that you have sufficient balance on your account to make a payment. Alternatively, payment also may be declined if you are attempting to send funds to an unsupported merchant. If you are still having issues submitting a payment, please contact our support team and we will do our best to help.

Why recipient has not received a payment I sent?

The timeframe for payment to arrive is started to calculate after you can see it‘s status as ‚Completed‘. Estimated timeframes for the payment to arrive are:

SWIFT payments – up to 5 working days

• SEPA payments – up to 2 working days

Please note! This is an estimation, not a guarantee. In some cases, it might take slightly longer for the payment to reach its destination:

• Some banks and financial institutions do not process payments during weekends and bank holidays.

• Some banks and financial institutions may take a longer time to process payments.

• Some banks and financial institutions are required to make additional checks on your payments to comply with regulations.

• How quickly recipient will receive my payment?

EUR payments within SEPA usually arrive on the same day, but might take up to 2 working days.

International payments (SWIFT) usually reach recipient within 5 working days.

Payment timeframes are estimated and can vary from time to time due to the changes we make to improve our processing systems.

What recipient account details do I need to know to make a payment?

In order to submit a payment, you have to obtain following recipient details:

• Recipient full name (Same as declared in the recipient's bank)

• BIC/SWIFT code – a bank code that has 8 or 11 characters

• Recipient’s IBAN – an account number under the recipient’s bank

   

Will additional fees be applied to my SWIFT payment?

International payments, in other words called SWIFT (Society for Worldwide Interbank Financial Telecommunication) payments, are those, which sent to or received from accounts in other countries or payments that are not in your base currency but are from an account in your country.

International money transfers are basically inter-bank transfers, however, if two banks are located in different countries, it makes things slightly more complex. The principle of correspondent banking applies, which means that two banks need to have an established relationship in order to facilitate a SWIFT transfer. SWIFT does not actually send money, it simply sends messages between the banks. Because of this, other systems that require more human intervention must be used to transfer the actual funds and this, in turn, makes SWIFT transfers slow. What’s more, the complex nature of these transfers usually incurs a fee which nearly always gets passed on to consumers.

If senders’ and recipient banks do not have direct relationships, one or more intermediary banks must be found to facilitate the transfer. Unfortunately, each participant of the payment chain might charge its own fees for processing a relevant payment.

Tompay does charge processing fees for transferring money internationally as per pricelist. However, a beneficiary or an intermediary bank might additionally charge their own fees for processing an international transfer.

A bank that is sending funds to your account could also charge a fee. When your money is in transit, it might be processed by an intermediary bank who might also deduct a handling fee. Therefore, the amount received might be less than the amount sent.

Additionally, you may be charged an FX mark-up if payment is instructed in different currency that a recipient account is able to receive.

We can provide an estimate of the potential fees charged by the beneficiary/intermediary banks for processing a SWIFT payment for the following currencies:

• 15-35 EUR

• 20-40 USD

• 20 CAD

• 50 AED

• 35 AUD

• 7500 JPY

Please note! Potential fees mentioned above do not include fees charged by Tompay.