How do I track a transfer that has not arrived?

Check the status yourself first

1. Sign in and open Transfers → History.
2. Select the payment. The status will be one of:
   • Submitted — queued, not yet released.
   • Processing — released to the payment network.
   • Completed — left Optimal MetroHub Bank and was accepted by the next bank in the chain.
   • Returned — sent back to us; the reason is shown and funds are re-credited.
   • On hold — a compliance or security check is in progress.
3. Note the transaction reference. The beneficiary can give this to their bank to locate the credit.

Before you ask for a trace

• Confirm the expected arrival date has actually passed — see How long does a transfer take.
• Ask the beneficiary to check their account under the exact name and reference used.
• Verify the account number and IBAN you entered against the original instruction.

Requesting a trace

Raise a support ticket including the transaction reference, the date sent, the amount and currency, and the beneficiary's bank. We open a formal trace with the correspondent banks. Traces typically take three to ten working days depending on the corridor, and we update the ticket at each step.