Money movement failed or not going through
The most common reason for an e-transfer to fail is simply due to the fact that your security question contained an invalid character or too much character. However, the reasoning may not be identical for all failed transfers as you'll see below.
Invalid character
This is the most common reason why a transfer can fail. Please ensure that you have met the following requirements when setting up your transfer:
Security Question Requirements:
- Must be at least 5 characters long.
- Can only contain letters (A-Z), spaces, and the "?" character.
- Example: "What is the code?"
Security Answer Requirements:
- Must be between 3 and 25 characters.
- Can only contain letters and numbers (no spaces or special characters).
- Example: "Merci123"
We understand that this is not a pleasant experience but it is a limitation that we will have to work with.
Too many characters
You will only be allocated a maximum of 40 character limit. Anything that goes above this limit will result in the transaction being rejected.
Bear in mind that certain issuer i.e. the original company/organization that provided you the card, sets the security question for your behalf to automate/speed up the transfer process. Please confirm with them if any of the above applies to your case.
They may deny that this is the case as they have no way of knowing that this is the reason. If in doubt, feel free to reach out to us for clarification
Declined by receiving Bank
This can happen when your bank does not support the mode of transfer that you're attempting, which can happen if you're using Visa Direct as your method of transfer. Though this method of transfer is usually instantaneous, it is only supported by a select number of banking institutions. To check if your card/bank supports this method of transfer, simply find the Visa Direct logo (shown below) stamped on the back of the card. If it's not on the card, then it is likely that your bank does not support this method of e-transfer.
We recommend that you reach out to your bank for more clarification on this matter.
None of the above
Sometimes a transfer simply fails. Maybe due to a system error, maybe because it was rejected by the payment system or the bank. If you're unsure and require any clarification or assistance, please contact the number on the back of the card (for physical cardholders) or submit a ticket here. We'll be more than happy to help.
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