Monese Customer FAQ

We're sorry to hear that your funds haven't credited yet. Most deposits into Monese accounts are usually instant, but sometimes it can take longer, depending on the method of deposit and your bank's processing times. If your deposit was made via a bank transfer, it could take up to 1-3 business days. International transfers typically take longer. If it gets beyond these time frames, or you've made your deposit through a different method and are still having issues, it might be best to double-check your transaction details to ensure they're correct. It could be that there's an issue with the details you've entered.

We're sorry to hear about the issue you're experiencing. When an ATM doesn't dispense cash but the amount was deducted from your account, it usually means that there was a technical issue with the ATM. In such cases, the ATM operator should automatically reverse the transaction. This process can take a few days. If after a reasonable period of time the money does not reappear in your account, please contact Monese's customer service so they can investigate further. We appreciate your patience during this process.

We're sorry to hear about the trouble with your payment. Please ensure that all payment details were entered correctly when the transaction was initiated. If all details are correct and the funds have not reached the receiver, it could be due to several reasons such as processing times, technical issues, or delayed transactions due to bank policies. In such cases, the funds should be returned to your account. However, if it's been more than 5 business days, and your account hasn't been credited, you should get in touch with our customer service promptly who will be able to assist you in resolving the issue.

If the money has been debited from your account but the shipment was not successful, there may be a delay in refund. This typically happens when there is an issue processing the transaction on Monese's end or the recipient's bank's end. The funds should be returned to your account within the next few business days, although it can sometimes take up to a week or longer depending on banking processing times. If the money has not been returned after this time, we advise contacting your bank for further assistance. Please note, it's important to ensure you have the correct recipient details to avoid delays or issues in the future.