What happens if my transfer fails?

If your Taptap Send transfer fails, your money is safe and will be returned to you automatically. Here's why transfers fail and what to do next.

Your money is always safe

If your Taptap Send transfer fails, your money is safe. We will return it to you automatically to the payment method you used.

You don't need to request a refund or contact us, it happens on its own.

What to do next

1. 1Check the transfer status and reason shown in your Taptap Send app. This is the quickest way to understand what happened
2. 2If your bank declined the payment, check your banking app for more details
3. 3If the recipient details were wrong, correct them before retrying
4. 4Contact us through the app if you're unsure what happened or if your funds are not back after the delays described below

Why do transfers fail?

Your bank declined the payment

This is the most common reason. Sometimes it can be because you have reached a sending limit, or did not authorise the payment in time. Check your banking app, it will usually show the reason.

You can always choose a different payment method. To send with a different payment method:

1. 1Start a new transfer and select your recipient
2. 2When you have to choose a payment method, review your options and select a different method. You can also add a new card by clicking Add a debit card
3. 3Complete the transfer as usual

Recipient details are incorrect

If the account number or mobile number is wrong, the transfer will fail and the funds will be returned to you. Always double-check you are sending to the correct person.

The recipient's account can't receive the transfer

The account may be inactive, restricted, or not set up for international transfers. Your recipient will need to contact their bank or wallet provider directly.

For mobile money transfers, if your recipient's wallet has reached its limit, they'll need to withdraw some funds first before a new transfer can be sent.

A temporary technical issue

From time to time, our local partner or your recipient's bank may experience a temporary problem. If it cannot be resolved, this happens, the transfer will fail automatically.

When will your money be available again?

After a transfer fails, funds go back to you. The speed varies by payment method.

If you paid by card and also have a Taptap Send wallet, we may offer to return the funds directly to your wallet; the funds will be available immediately.

See the table below to check the most common delays per payment method. Sometimes, it will be quicker or take a bit more days.

Release times are approximate and may vary depending on your bank or payment provider.

Still need help? Contact our support team through the app.