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I encountered a problem with my top-up. What can I do?

In case you encounter any issues regarding the top up of your OKTO wallet, you first need to try and understand the reason that the transaction has been declined.

1. Check that there is sufficient remaining balance on the account you attempted to transfer money from
2. Check that all the details on the transaction have been properly inserted and are valid and don’t forget to include your customer ID.

You can find the customer ID on the section of the bank account details under the reference (my account) field.

Please also note for money transfer via Wire Transfer that it usually takes 1 to 3 days. Do not hesitate to directly contact our Customer Support Team at support@oktopay.eu to raise the issue if you did not receive the funds within this timeframe.

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