What should I do if my Liquid Account has been debited but the recipient has not received the funds?

First, check the transaction status in the LiquidPay App.

If the transaction is Pending

Please allow some time for the transaction status to be updated. Temporary processing delays may occasionally occur between participating payment networks or financial institutions.

If the transaction is shown as Successful

Please:

Ask the recipient to check the intended receiving account.

Confirm that the recipient details entered for the transfer were correct.

Contact the Liquid Group Support team with the relevant transaction details if the funds are still not received.

We will investigate the transaction and, where necessary, liaise with the relevant payment network or receiving financial institution.

If the transaction is subsequently confirmed to have failed, or the funds are returned to Liquid, the relevant amount will be credited back to your Liquid Account or otherwise returned through the applicable payment method.

If the funds have been successfully credited to the intended recipient, a refund will not automatically apply.