If your transfer is rejected by the recipient's bank (usually in instant payments), the transaction is canceled, and the amount is automatically returned to your account.
If you're attempting to make a money transfer and the transaction is rejected, consider the following possible reasons:
Insufficient funds
Ensure that the amount you're trying to transfer, including any fees, is available in your viva.com account.
Recipient's name mismatch
For instant payments, 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.
Amount and currency limitations
Instant payments support amounts up to €15,000 per transaction and only to banks participating in the SEPA euro area network.
Pending issues
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.
Technical or operational issues at the recipient's bank
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.