If you have a missing transfer, you first need to consider the time it was sent. In Genome, we process incoming SEPA bank transfers within 1 business day until 17:15 (GMT+2). If the transfer was submitted after the mentioned time or on the weekend, it will reach your wallet on the next business day.
Additionally, please take into consideration the fact that, at the current moment, we offer only SEPA transfers (in EUR). If the bank transfer you're expecting was submitted via the SWIFT network or any other unsupported transfer method and currency was used, it will not reach your wallet. Such transfers are automatically rejected since our IBANs do not support them.
Lastly, if you have a card-to-card (OCT) transaction that wasn't credited to your Genome wallet, please note that it takes up to 5 minutes to process such transactions.
If you've verified all of the above and still have concerns about your transfer, please do not hesitate to contact our Customer Support team via support@genome.eu for further assistance. When making an inquiry, please also attach a transaction statement received from the sender.
Comments
0 comments
Please sign in to leave a comment.