In this article, we explain what you can do to check your transfer.
First of all, we ask you to check when your transfer was executed. Due to bank processing times, it may take a few days before a transfer is visible to us.
Next, please check your account statements to verify whether your transfer was actually executed.
Did you provide the correct details? Please check our payment requests to see if our IBAN and the reference (case number) were entered correctly.
If not, one of the following possibilities may apply to your transfer:
- no meaningful reference provided: if we could not assign the amount based on your details (name, membership number, booking text, or IBAN), we refunded the amount to you. Please check your account statement.
- different case number provided: maybe there was a digit error in the transfer. Please contact us and let us know which case number was used. We will be happy to rebook the payment accordingly.
- multiple case numbers provided: in this case, an automatic allocation to the respective cases is not possible. Our system books the entire amount to one case number. Please contact us so that we can manually allocate your payment.
- IBAN of the studio provided: please check with your studio whether the payment has arrived there and what happened with it. Usually, the studio contacts us and reports your payment (if it has not already been accounted for elsewhere).
- IBAN of Finion FairPay provided: you may have sent your payment to our debt collection service provider. We assume that you also have/had a corresponding claim there. Please contact them to clarify whether the payment has arrived and how it was booked.
- unknown IBAN provided: in this case, we ask you to research who owns this IBAN yourself. Your bank may be able to assist you, and you can reclaim your payment from the recipient.