If five business days have passed since the payment transfer notification and the change in status in your payment account, but the funds have not been credited to your account yet, proceed as follows:
a) Check the Inbox of the email address indicated in your account, including spam. We might have informed you about the details of the problem or requested additional information.
b) Check the details in the preferred method. Make sure that the number of the linked card / bank account / e-wallet to which you expect to receive payment is indicated correctly.
c) After rechecking the data you provided, please contact our support service. In your message please indicate the following:
- the name of the client you are expecting the payment from
- Project name
- payment amount
- proof that the payment has not really been received: an account / card / wallet statement, that explicitly shows the account / card / wallet number, holder's name, account currency, the statement request date (from the date the funds were sent until the current date ). Only after receiving such a statement we will be able to initiate an investigation with our payment providers.
Please note that Smartcat may not be listed as the payment sender. The Sender field may show the provider that the payment was sent through, or the PO number may appear as the payment purpose.
