This article explains why a LearnyPay bank transfer may sometimes appear not to have been received, particularly when processing takes longer than expected or a verification step is still underway.
In most cases, the transfer has not been lost. It is either still being processed, temporarily held for verification, or delayed within the banking network.
You will also learn what information to provide to Learnybox Support so that an investigation can be opened when necessary.
I. Check the transfer status in LearnyPay
First, check the transfer status in your LearnyPay wallet.
A transfer may have one of several statuses:
Pending payment: The transfer has not yet been executed.
Valid: The transfer has been submitted to the banking network.
Error: The transfer could not be completed.
II. Understand the possible causes of a transfer not being received
Once you have confirmed that the transfer has not arrived, consider the following possible causes.
1. Bank processing times — the most common cause
Once the transfer has been sent, the processing time depends on both the sending and receiving banks.
The transfer may:
already appear as completed on the LearnyPay side
not yet be visible in the customer’s bank account
💡 In most cases, the delay should not exceed 72 hours.
2. MangoPay security checks
In some cases, MangoPay, our payment provider, may carry out additional checks.
During this process:
the transfer may be temporarily placed on hold
no action taken by the user can speed up the process
the status may remain unchanged until the checks are complete
3. An incorrect or incomplete IBAN
An incorrect IBAN may result in:
the transfer being rejected
the funds being returned
a temporary hold, depending on the banks involved
💡 Always check the bank details carefully before confirming the transfer.
4. Delays at the customer’s bank
Even when everything is correct on the LearnyPay side:
some banks may take longer to credit the funds
the transfer may appear as a pending transaction on the customer’s side
III. Steps to locate the transfer
Before contacting Support, complete the following checks:
Check the transfer status in your LearnyPay wallet.
Confirm the IBAN used for the transfer.
Check whether the status is Approved or still being processed.
Ask the customer to review their bank transactions, including pending transactions.
IV. Contact Support to request a MangoPay investigation
When the transfer still cannot be located after completing these checks, Learnybox Support can request an investigation from MangoPay.
To help the investigation proceed more quickly, provide the following information:
the transaction ID or LearnyPay reference
the customer’s email address
the transfer amount
the beneficiary’s IBAN
the transfer date
the status displayed in LearnyPay
💡 The more complete the information provided, the faster the investigation can be processed.
V. How to prevent this situation
To reduce the likelihood of transfer issues:
always check the IBAN before confirming the transfer
inform customers that bank processing times may apply
monitor transfer statuses in LearnyPay
keep the transaction reference for every transfer
FAQ
My transfer is marked as completed but has not been received. Is this normal?
My transfer is marked as completed but has not been received. Is this normal?
Yes. The transfer may still be undergoing processing by the customer’s bank, which can add an additional delay.
What does a delay of more than 72 hours mean?
What does a delay of more than 72 hours mean?
It may be caused by the banking network or additional checks carried out by MangoPay.
What should I do if the IBAN was incorrect?
What should I do if the IBAN was incorrect?
Refer to the article: How to proceed in case of an incomplete or incorrect transfer from your customer
Can I speed up a transfer that is being processed?
Can I speed up a transfer that is being processed?
No. Once the transfer has been initiated, its processing depends on the banking network and any applicable security checks.