It's likely that you're seeing a 'pending' payment in your account. This means that your bank has approved the payment, but that we haven't collected it yet.

Why does the payment show as 'pending'?

When you use your credit or debit card to pay for your transfer, your bank check that there's enough money in your account to cover the payment. They 'hold' these funds and the payment shows as 'pending' until it completes - only then does the money leave your account. 

What happens if my transfer didn't get confirmed?

If your transfer doesn't get confirmed and you don't see it in your account, we won't collect your payment payment.

Your bank will release the hold on the funds, the pending transfer will drop off and the money will be made available to you again in your account. We recommend contacting your bank to understand why the payment failed.

If you see a 'contact us' message in your Xe account, please get in touch with us.