What are the most common issues?
Here are answers to the most frequent problems customers encounter when using Taptap Send.
Waiting for a refund
If your transfer status shows "cancelled", "failed", or "refunded", we have already sent the funds back to your original payment method. Release delays vary by payment method but it typically takes 3-5 business days to appear.
For payments made via Klarna (Sofort), please allow up to 10 calendar days. If the funds have not arrived after the expected timeframe, please contact our support team through the app.
For information on how long your funds will take to be returned, see: What happens when a transfer is refunded?
My transaction failed
Transfers can fail for a number of reasons.
- Your bank may have declined the payment due to insufficient funds, card limits, or a blocked card, in this case. No funds have been taken.
- The transfer may also fail if the 3DS verification step did not complete. To avoid 3DS issues you can do the following:
- Download your bank's app, and check that you're signed into your online banking account
- Make sure your contact details are up to date with your bank and that notifications from your bank's app are enabled
- In some cases, the failure may be due to a technical issue on the recipient's end, such as a full mobile money wallet or incorrect account details. Check the app for the specific reason shown on your transaction. The funds will be released back to your payment method.
For more information on why transfers fail and what to do next, see: What happens if my transfer fails?
My transfer is taking longer than expected
If your transfer is still in progress past the estimated delivery time shown in the app, your money is safe. Delays can happen for many reasons, including bank holidays in the destination country, a security check, or a temporary issue with the recipient's bank or wallet.
Check the Date Available field in the app for the most up-to-date delivery estimate. For more details, see: Why is my transfer in-progress?
My recipient says they have not received the money
If your transfer shows as Delivered in the app but your recipient cannot see the funds yet, this is most common with bank transfers and usually resolves within 1 to 2 business days. Ask your recipient to check with their bank directly. If the issue persists, contact our support team through the app with your transfer reference number. For more details, check the article Why hasn't my recipient received their money?
I cannot add a card
We only accept cards that are registered under the account holder's name. If your card is being declined, check the reason shown in the app, as not all card types are supported.
To add a card, you can either start a transfer and the app will prompt you to enter your card details. Or you can add a card by doing the following:
- 1Tap your initials in the top-left corner.
- 2Go to Manage cards.
- 3Tap Add a debit card and enter your details.
To remove a card:
- 1Go to Manage cards.
- 2Tap the trash icon next to the card you want to delete.
Note that we only accept certain card types. For a full list of supported card types and help troubleshooting if you encounter any issue, see: What cards can I use with Taptap Send? and Having trouble adding a card to Taptap Send?
Resetting my password
If you have forgotten your password or want to create a new one:
- 1Tap Forgot password? on the login screen.
- 2Follow the steps sent to your registered email address or phone number.
You can also enable biometric login (fingerprint or face ID) in the app settings for quicker access in the future. For more details, check the article How do I reset my password?
My account is suspended or I cannot log in
If you are unable to access your account, see: Why do accounts get suspended?
I entered the wrong recipient details
If you have noticed a mistake after sending, see: What if I made a mistake while sending money?
Still need help? Contact our support team through the app.