Why is my funds transfer being rejected?
If your transfer is rejected by the recipient's bank (commonly with instant payments), the transfer is cancelled and the funds are automatically returned to your account.
If your transfer does not go through, check the following possible reasons.
Check these common causes first
1. Insufficient funds
Make sure your Viva.com Account has enough available balance to cover:
the transfer amount, and
any applicable fees.
2. Recipient name does not match the bank account
For instant payments, the recipient name you enter should match the name registered on the recipient's bank account.
Even small differences may cause the transfer to be rejected.
3. Currency or payment network limitations
Instant payments can only be sent to banks that participate in the SEPA Instant payment network within the euro area.
If the recipient's bank does not support these payments, the transfer may not be completed.
4. Transfer limits have been exceeded
Your transfer may be declined if it exceeds your account's:
per-transfer limit, or
daily transfer limit.
If this happens, you will receive:
a push notification, and
an email explaining that the transfer could not be completed because it exceeded the current account limit.
Note: If you are the Account Admin or have the Manage account role, you can check or request changes to your outgoing transfer limits through our chatbot. Check here for more information.
5. Account verification or other pending account issues
Check your email and the Viva.com app for any notifications related to your account.
For example, you may receive a message requesting additional account verification or notifying you of another issue that must be resolved before transfers can be processed.
6. Technical issues at the recipient's bank
Sometimes a transfer cannot be completed because of a temporary technical or operational issue at the recipient bank.
If the problem continues:
contact the recipient to confirm their banking details,
contact the recipient's bank for further investigation, or
try the transfer again later or use an alternative transfer method.
If your transfer was recalled, reversed, or returned
If you receive 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 view and download the transaction details from your Viva.com Account and share them with the beneficiary. The beneficiary can then contact their bank for further investigation and clarification.
If you have checked all of the above and your transfer is still not successful, review any notifications in your Viva.com Account, email, or app for additional information.
Still need help? Our team is here to support you. Please contact us via the Chat with us option in your Viva.com account.