Why is my funds transfer being rejected?

If your transfer is rejected by the recipient's bank, the transaction is canceled, and the amount is automatically returned to your account.

If you’ve received a notification that your transfer was recalled, reversed, or returned, it means the payment could not be completed or was sent back by the recipient’s bank after processing. You can find and download the transaction details related to your transfer directly from your Viva.com Account, and share them with the Beneficiary so that their bank can investigate and provide further clarification.

If you're attempting to make a money transfer and the transaction is rejected, consider the following possible reasons:

Ensure that the amount you're trying to transfer, including any fees, is available in your Viva.com Account.

It's crucial that the name you've entered for the recipient matches exactly with the name on their bank account. Even minor discrepancies can lead to rejection.

If an outgoing bank transfer is declined because it exceeds the allowed limit (per transfer or daily), you will receive a push notification and an email informing you that the transfer could not be completed due to the current limit of your account.

Note: You can check or modify your outgoing bank transfers limits by contacting our chatbot, provided you have the “Manage account” role or are the Account Admin. Check here for more information.

Check your email or the Viva.com app for any related notifications.

For example, if a message indicates that your account requires verification, even though the verification has been completed.

Sometimes, the failure to complete the transaction may be due to technical or operational issues on the recipient bank's side. If the problem persists, you may contact the recipient's bank or try again using a different transfer method.

If you've followed all the above and the transfer still doesn't go through, don't hesitate to contact our support team for assistance.