If you've sent a payment and the recipient has not received it, follow these steps to address the issue:
Review the Transaction: Log into your Trumia account and verify the details of the transaction in the 'Accounts' section. Ensure that all the recipient's information, such as account number and bank code, was correctly entered.
Check the Status: Look at the status of the transaction. If it is marked as completed, then the funds have been sent.
Confirm Regular Payment Timescales: Check if the payment is still within timescales by checking our guide on payment timescales. If the payment is still within timescales, ask the beneficiary to wait a little more.
MT103 Document: If the transaction details are correct and the payment is completed but the recipient still has not received the funds, contact Trumia customer support. We can provide an MT103 document, which is a detailed payment confirmation that can be used by the recipient’s bank to trace the funds.
Contact Their Bank: Suggest that the recipient contact their bank with the MT103 document. This document will help their bank locate the payment and understand why it hasn't been credited yet.
By following these steps, you can assist in resolving the situation more effectively. If you require additional help or if the issue persists, our customer support team is available to provide further assistance.