A payment wasn't received or went to the wrong account

If a payment seems missing, it usually clears on its own within minutes. Here is what to check and what happens with a wrong account.

A payment looks missing

1. Refresh your activity feed; settlements can take a few seconds to appear.
2. Confirm the customer used the correct account number, QR code, or link.
3. Ask the customer for their own payment confirmation and reference.
4. If it still hasn't arrived after a few minutes, contact support with the reference.

Customer paid the wrong account

• If they sent to a non-existent Boldswitch account, the transfer fails at the network layer and reverses to the sender automatically, usually within minutes.
• If they sent to a different bank altogether, the sender must recall it from that bank. Boldswitch cannot recover funds held by a third-party institution.

Tip: Always have customers double-check the account number before confirming. Sub-accounts make it easier to share the right number for the right purpose.

For how transfers in work, see collect via bank transfer (/business/payment-collection/collect-via-bank-transfer). To organise accounts, see your business virtual account number explained (/business/virtual-accounts/virtual-account-number-explained).

Still stuck? Email support@boldswitch.ng with the transaction reference.