The difference between the total and available balance of your account indicates that there are one or more frozen amounts. Any freezing of amounts may be due to:
Transfer orders not yet completed.
Card purchases that have not yet been acquired.
Amounts from acquired sales transactions that part of them remain frozen for a certain period. *
Sales transactions that have been disputed by the cardholder and are under investigation.
To verify that you have a specific acquiring type:
Log in to your viva.com account.
Select from the menu Settings and Profile.
The SETTLEMENT SPEED field will show how the acquiring type.
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➤Mobile browser view
Total Balance: This is the total amount in the account, including all transactions (deposits, withdrawals, etc.), regardless of whether they have been fully processed.
Available Balance: This is the amount you can use immediately, after taking into account any amounts held (e.g., for pending transactions or withdrawals).
Note: You may notice a negative balance in your account. This may be due to charges related to your subscription plan, the use of POS terminals, the monthly fee for the physical card, or other services. You can view our full pricing list here for a detailed breakdown of potential charges that may apply to your account.