Frequently asked questions

Why did my payment fail?


Bank transfers may sometimes fail. When this happens, you receive an e-mail detailing the date and time of the transfer attempt as well as the reason of the failure.
Here is a list of potential failure reasons and solutions to fix it :

  • Incomplete justifications : This error appears when some documents are missing on your account. To fix this issue, login to your backoffice : A banner at the top of the homepage should inform you of the steps to follow.
  • Bank error : This error regroups different types of technical issues that came up between the client’s bank and our services. Please ontact us if this happens.
  • Activity unknown : This error appears when information is missing from your account. To fix this issue, login to your backoffice : A banner at the top of the homepage should inform you of the steps to follow.
  • Invalid IBAN : Your IBAN is not compliant. Please login your backoffice and change our IBAN

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