Wallet top-up not received

Depending on the top-up method used, you should receive your Wallet top-up within 5 business days.

There are a few reasons why you may not have received your Wallet top-up:

  • Your first Wallet top-up or you've changed bank accounts
    For your first wallet top up or top-ups from new bank accounts, Pleo will verify your bank account to make sure it matches the name of your organization in Pleo. 

  • You used the wrong bank account
    If you send funds from your personal bank account or a bank account with a different name, the funds will be returned to you within 7 business days.
    Note: In some cases, Pleo will need proof of transfer. If this is the case, the admin will receive an email with the request.

  • Auto top-up not received
    As soon as the auto top-up is triggered, you can see the transfer as pending in your Wallet. Most auto top-up transfers can take up to 5 business days to be added to your wallet.

If you still haven't received your Wallet top-up after 5 business days, reach out to our Support team with the proof of payment at hand.

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