Why haven't I received the money that was sent to me?

We always transfer payments in real time to the receiving bank, including on weekends and public holidays.

If you have not received money sent to you, but you can see the transaction in the MobilePay transaction list, the reason may be one of the following:

• Payments may not be transferred in real time, for example, due to bank maintenance outages or a disruption in the payment system. o In such cases, the payment usually arrives on the next business day.
• You are looking for the payment in an account that is different from the one you have added to MobilePay. Please check in the app that the account number you have added is correct.
• The payment is pending your bank’s manual sanctions list check. In a sanctions list check, the bank compares the payment and customer information against data provided in international sanctions. Based on our experience, a bank’s manual check takes 1–10 business days, after which the funds will appear in your account. Banks do not notify customers about sanctions list checks.

o When a payment is under a bank’s sanctions list check, MobilePay cannot speed up the payment’s appearance in your account. o You can find more information about sanctions on the Ministry for Foreign Affairs website. Many banks also provide information about sanctions on their own websites (see, for example, OP, Nordea, and S-Bank).

• Your bank is not part of the SEPA Instant Credit Transfer system. The recipient’s bank must be part of the instant payments service for the transfer to appear immediately in the recipient’s account.