We follow up on every transfer and handle any issue raised against one. If a transfer has not reached you, you can report it directly through the platform once the waiting period for that transfer type has passed.
This article explains when you can report, what is required, and how to submit and track it on the platform.
When can I report a bank transfer?
You can report a transfer once the waiting period for its type has passed. The period is counted in business days, Sunday to Thursday:
Local transfer: after 2 business days.
International transfer: after 7 business days. This includes any transfer to a non-Saudi bank.
How do I report it?
To start, go to Finance > Withdrawals and select the invoice or transfer you want to report. Open the withdrawal details and click "Report a transfer problem".
Then follow these steps:
Choose the problem type, for example: transfer not received.
Write a short, clear description of the problem.
Attach supporting documents, such as a copy of your IBAN certificate or a bank statement.
Click "Submit report".
Once submitted you will get a report number, and you can track its status and updates on the platform.
To get your report handled quickly, check that the attached details are correct and the description is clear before submitting, and reply to any follow-up requests from the support team so nothing is delayed.
We hope this helped. For anything else, get in touch with support — we are happy to help 💜