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Why hasn't my payment arrived?

If you noticed that a payment has been delayed longer than usual.

Hanna K avatar
Written by Hanna K
Updated over a week ago

How long does it usually take for payments to arrive?

Payment arrival times depend on how your buyer paid for their order:

Bank payment

In other words called a bank transfer, can take up to 3 working days to arrive if the payment was sent as a standard SEPA* transfer.

In most cases banks process bank transfers through the Instant payment network, but in some cases banks use the standard SEPA* delivery which can take a bit longer.

*If you use Bank Payment Refunds then you will have a +1 working day delay.

Card payment

Card payment arrival times depend on your chosen payout frequency, but once we pay out your card balance you can see when its expected to arrive under the Payouts tab in the Partner System.

*Please note that with card payments there is a +3 working day buffer with the funds arriving.

Financing/Buy Now, Pay Later

Financing-related payments can take up to 8 working days to be paid out to your bank account. This applies from the date the customer signed the contract with InBank.

You'll see the date and payment status in the Orders tab in the Partner System.

For bank and card payments there can be an additional buffer depending on your selected payout frequency.

Here are some additional useful articles regarding payout frequencies:

*SEPA transfer - Single Euro Payment Area transfer takes place 5 times a day on business days.

example: a SEPA payment made on Friday at 5:30 pm will usually arrive on Monday around 10:00.

Please note, that Montonio has no control over the speed at which banks process

their payments.


What causes payment delays?

Money movement is rarely affected but it does happen due to various reasons:

Bank Holidays

Bank holidays are days when banks take time to rest and therefore stop processing payments. Some banks have set a buffer for instant payments to move even during holidays but this is individual to every bank. Generally, payments are stopped until the next business day and then processed in bulk over the course of 2 working days.

Common bank holidays are Easter, Christmas, New Years etc.

See European bank holiday dates from here.

Weekends

If you notice a payment is delayed and the order took place over the weekend, it could be that the bank is processing the transfer on the coming Monday or the next business day.

Always check your Payouts tab in the Partner System in case you have refunds enabled, then payments are delayed based on your chosen payout frequency.

KYC processes

As Montonio is a financial institution we have the obligation to comply with the compliance laws of the European Union. This means that at times we may hold payments due to KYC (Know-Your-Customer) processes such as sanctions checks.

If this is the case, we'll usually reach out over email regarding the payment and ask for additional questions.


If you have additional questions and need our help, feel free to contact our support team via the chat in the bottom right corner.

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