Why haven't I received my payment?

If someone has sent you money through Wero but you can't find it, the most common reason is that your phone number or email address is linked to a different bank account than the one you're checking.

Understanding the link with your bank account

With Wero, you never share your IBAN with other people. Instead, people can find you using your mobile phone number or email address. Behind the scenes, this information is linked to one specific bank account, and that's where incoming payments are sent.

The most common scenario for missing payments

Here's what usually happens:

1. A friend sends you €50 using your phone number
2. The payment is processed successfully ✅
3. You check your bank account, but the money isn't there ❌

Why? Because your phone number is linked to a different bank account than the one you're looking at.

For example:

If your friend sent money to your mobile phone number, the payment went to Bank Account A. If you're checking Bank Account B, you won't see it there. 

How to check where your contact is linked

You can easily verify which bank account your mobile phone number or email address is linked to:

1. Open your Wero app 
2. Go to Account tab
3. Select the account by tapping (...)
4. You'll see the mobile phone number or email address saved for that account

If you use Wero through your mobile banking app, please refer directly to your bank’s application.

Each bank account displays the contact information linked to it. If no contact information appears for a specific account, that account cannot receive Wero payments initiated by third parties.

What if the payment went to the wrong account?

Don't worry! Your money is safe. It has been deposited into the bank account that your contact information is linked to. Here's what you can do:

✅ Step 1: Check the correct account

Log into the bank account that your contact information is actually linked to. You should find the payment there.

🔄 Step 2: Move your contact information

If you'd prefer future payments to go to a different account, you can transfer your contact information from one payment source to another:

1. Open your Wero app
2. Go to Account tab and select the account tapping (...)
3. Remove the contact information from that account
4. Go to the Account tab again and select your preferred account by tapping (...)
5. Add your contact information to the new account

💡Keep in Mind:

• Please be aware that payments made through Wero are final and cannot be cancelled or refunded
• It is essential to double-check the information of the beneficiary before confirming your payment

If you use Wero through your mobile banking app, please refer directly to your bank’s application.