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Where is my money? (SEPA & SWIFT)

Where is my money? (SEPA & SWIFT)

We understand it’s worrying when a payment doesn’t arrive as expected. Most payments process on time, but delays can occasionally happen. This guide will help you understand the common causes and show you what to do for each type of transfer — both incoming and outgoing, and SEPA or SWIFT.

First, let's quickly define the two main transfer types:

SEPA: 
EUR (€) payments within Europe. These are fast, often arriving instantly or on the same banking day. 
🔗 Learn more

SWIFT:
International payments (e.g., in USD, GBP) or EUR payments to countries outside Europe. These take longer as they pass through multiple banks. 
🔗 Learn more

💡 Quick glance:

  • SEPA Instant and Holvi-to-Holvi payments usually arrive immediately.
  • Standard SEPA: allow up to 2 banking days.
  • SWIFT: allow 1–5 banking days, sometimes longer if compliance checks or holidays apply.

To find the right steps, start here:

Find your situation below and follow the step-by-step guide.

  1. I sent a SEPA payment
  2. I sent a SWIFT payment
  3. I’m expecting a SEPA payment
  4. I’m expecting a SWIFT payment

1. I sent a SEPA payment 

  • Normal arrival time:
    • SEPA Instant: Arrives in seconds (24/7).
  • Standard SEPA:
    • If sent before 15:30 CET on a banking day → same day
    • If sent after 15:30 CET, or on a weekend/holiday → next banking day

What to do: A step-by-step guide

  1. Review the details: In your Holvi transaction feed, double-check the recipient's IBAN for any typos. This is the most common cause of errors.

  2. Allow for processing time: Remember, only banking days (Mon-Fri, excl. holidays) count. If the recipient's bank is slow to process, it can take until the end of the next banking day.

    Example: A Standard SEPA transfer sent at 18:00 EEST on Tuesday, August 19th, misses the cut-off. It will be processed on Wednesday, August 20th, and should arrive that same day.

  3. Send the payment receipt to the recipient: If the transfer is still missing, download the receipt from Holvi.com and send it to your recipient. Their bank can use the information on the receipt to find the transfer in their own system.

    How to download: Log in at Holvi.com > Accounts > Click the transaction > Options > Open payment receipt > Download the PDF.

  4. Contact us: If the payment hasn’t arrived after two full banking days and the recipient’s bank cannot locate it, please contact our support team and provide the payment date, amount, and recipient name.

2. I sent a SWIFT payment

Normal arrival time:

  • 0–5 banking days
    • Delays of up to 10 banking days are possible due to intermediary banks, holidays, and routine compliance checks

What to do: A step-by-step guide

  1. Review all details: Carefully check the recipient's account number, SWIFT/BIC code, full name, and address. Every detail must be perfectly accurate for international transfers.
  2. Wait at least 5 banking days: The SWIFT network is complex. Please allow five full banking days before assuming the payment is lost.
  3. Request the SWIFT confirmation (MT103): If the payment is still missing after 5 days, contact us to request the MT103 document. This is the universal "passport" for a SWIFT transfer. Send this document to your recipient, as it's the most powerful tool for their bank to trace the funds.
  4. Initiate a trace: If the payment is still missing after 7-10 banking days, contact us to request an official trace. Please be aware that these investigations can take several weeks.

3. I'm expecting a SEPA payment

Normal arrival time:

  • SEPA Instant: Seconds (24/7).

  • Standard SEPA: By the next banking day — subject to sender’s cut-off and banking days.

What to do: A step-by-step guide

  1. Confirm your details with the sender: First, confirm that the sender used your correct Holvi IBAN and your full, correct account name.
  2. Ask the sender to check with their bank: Ask them to confirm the payment successfully left their account and to provide you with a payment receipt.
  3. Get the payment receipt: This is the most important step. You must get a copy of the payment receipt from the sender. We cannot locate a potential incoming transfer without this proof.
  4. Contact us with the receipt: If the payment hasn't arrived after two full banking days from when it was sent, contact our support team. Please provide the sender's payment receipt so we can investigate.

4. I'm expecting a SWIFT payment

Normal arrival time:

  • 0–5 banking days
    • Delays are common due to time zones, compliance checks, and intermediary banks

What to do: A step-by-step guide

  1. Confirm your details with the sender: Ensure you gave the sender the correct details:
    • Your full account name
    • Your registered address
    • Your Holvi IBAN
    • Our BIC/SWIFT code: HOLVFIHH
  2. Request the SWIFT Confirmation (MT103) from the Sender: This is non-negotiable for international tracing. The sender must request this document from their bank and send it to you.
  3. Wait 5 banking days: Please allow at least 5 full banking days for the payment to complete its journey.
  4. Contact us with the MT103: If the payment is still missing, please provide us with the complete MT103 document. Without it, tracing international payments is unfortunately nearly impossible.
  • Updated

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