Why did my money transfer fail?
A send-money transfer fails outright (rather than going through and being reversed later) for a small set of known reasons — insufficient balance, invalid recipient details, an amount outside allowed limits, or a temporary provider issue — and the app tells you which one.
On this page
If a transfer failed at submission (as opposed to going through and then being reversed or returned later), it's almost always one of a short list of causes, and the app's error message tells you which one applies and what to do about it:
| What the app tells you | What it means | What to do |
|---|---|---|
| Not enough balance | Insufficient wallet balance for the amount + any fee | Top up your wallet or reduce the amount |
| Check recipient details | The recipient's account/wallet details didn't validate | Re-enter or double-check the recipient's details |
| Transfer amount is outside the allowed limits / Transfer limit reached | The amount is below the minimum or above the maximum for that currency/payment method | Adjust the amount, or check your limits in the app |
| Quote expired. Please refresh the rate | The exchange rate quote for the transfer timed out | Refresh the rate and resubmit |
| Transfer temporarily unavailable | A provider/network issue prevented submission | Wait and retry |
| Possible duplicate transfer | The same transfer looks like it may have already been submitted | Check your transaction history before resubmitting |
| Complete identity verification to continue | Your account needs additional verification before this transfer can go through | Complete verification in the app |
How it works
Send Money classifies every outcome into one of a few states: completed (settled immediately — this only happens for instant internal Paysavo-to-Paysavo transfers), submitted (the provider accepted it but final settlement is still in progress), pending, submitted for review, or failed. A transfer only shows as failed when the provider rejected it, a network error occurred, or one of the validation checks above stopped it before it could even be submitted — it is distinct from a transfer that went through and was later reversed or returned by the receiving bank.
Troubleshooting
- If you're not sure whether money left your wallet, check your wallet balance and transaction history first — a failed transfer should not have moved funds.
- If the failure reason isn't clear from the app, or the same transfer keeps failing after you've corrected the details, contact support with the approximate time and amount rather than resubmitting repeatedly.
Still need help? Contact Paysavo support.