What Happens if the Transfer Fails?
Good to know :
If your transfer doesn’t go through successfully, your Coins will be automatically refunded to your Macadam wallet within a short period.
If you don’t see the refund after 14 days, our support team is here to investigate and assist you right away. 😉
💬 Why Did the Transfer Fail?
Here are the most common technical reasons why your transfer might not have been processed:
Incorrect IBAN: Even a single wrong digit or extra space in your IBAN can cause your transfer to be blocked by our banking system. We recommend copying and pasting your IBAN directly from your banking app to avoid mistakes.
Mismatch between IBAN and BIC: These two identifiers must belong to the same bank and the same country. If they don’t match, your transaction will automatically be declined for security reasons.
Network congestion: Occasionally, when too many users request transfers at the same time, the banking system may experience delays or temporarily fail to process all requests. This is usually resolved within a few hours.
🚫 Why Might a Transfer Be Rejected?
Transfers can also be manually rejected if they go against Macadam’s Terms of Use. Here are a few examples:
Using an unauthorized step-counting app: Only activity trackers that are officially integrated with Macadam are allowed. Connecting a third-party or modified app may trigger a rejection.
Having multiple Macadam accounts: Each person is allowed to have only one account. Attempts to use more than one account for cashouts are not permitted and can result in a blocked transfer.
False identity or incorrect personal data: Providing fake names, dates of birth, or any other identity-related detail can prevent us from verifying your account. This is especially important during the identity check required before processing a cashout.
📸 Quick Reminder to Avoid Technical Issues
When filling out the Cashout form, make sure to authorize camera access on your phone or computer.
This allows you to take a live photo of your identity document, which is required to validate your identity before we can process your payment.
💡 Allowing this access ensures a smoother verification and reduces the risk of having your transfer paused due to missing documents.💡