A payment that has not appeared has usually not reached Fiatswaps yet. Work through the checks below in order, because each one rules out a different point on the route, and the answer is often visible on the platform rather than in Fiatswaps.
If the payment did reach a retired account, that is a separate case with a known outcome. See Payment sent to an old IBAN.
1. Check the platform released the payment
A payment only reaches the recipient's virtual bank account once the platform has actually sent it:
- Open the platform's payout history for the recipient.
- Find the payout and check it is sent rather than pending or scheduled.
- Note the date it was sent and the amount.
Platforms release payouts on their own schedules, and some pay only on fixed days of the week. That waiting period is the platform's, not Fiatswaps', and nothing on our side starts until the money leaves them.
2. Check which account details the platform used
The payout confirmation names the account the money was actually sent to. Compare it with the recipient's current details:
- Go to My Recipients and open the recipient.
- Open Payment methods and select the EUR or USD tab.
- Compare the account on the payout confirmation against the details shown.
Read the confirmation itself rather than the platform's saved payout settings. A platform can have been updated since, while the payment that is missing went to what was saved at the time.
Warning: If the confirmation names an account that is no longer current, stop here. The payment is not credited and not swapped, and the bank returns it to the sender.
3. Allow for the bank leg
A payment moves in two stages, and only the second is ours. The bank transfer from the platform to the recipient's virtual bank account runs between banks, over SEPA for euros or as a wire for dollars. Once it lands, the swap and the send to the recipient's USDC wallet follow quickly.
So a payment that has left the platform but has not appeared is almost always still on the bank leg. Fiatswaps has no visibility of a transfer until it arrives and cannot speed it up.
A completed swap appears in the recipient's activity with the amount received, the last digits of the account it arrived on, and the USDC sent. If there is no entry, the money has not arrived yet.
4. What to send support
If the platform sent it to the correct current details and it still has not appeared, contact Fiatswaps support with:
- The recipient's name.
- The amount and currency.
- The date the platform sent it.
- The account details the payment was sent to.
- The payout confirmation from the platform.
We trace it from our side and tell you what we find. You do not need to contact the banks yourself.
Next: Check what a shortfall means before assuming a payment is incomplete. Amount received is lower →