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Disputing a completed withdrawal
Disputing a completed withdrawal

Steps in disputing a successful withdrawal

Ayomikun Irewunmi avatar
Written by Ayomikun Irewunmi
Updated over a week ago

Transfers with Grey are usually instant, but delays may occur due to network issues or if the receiving bank is still processing the payment.

Before reaching out to support, please follow this checklist:

  • Check that the transaction has been completed on the Grey App.

  • Double-check that the receiver details (account number, account name, and bank) are correct.

  • Ask the recipient to check their bank app or account statement.

What can I do if the recipient hasn't received a successful Naira withdrawal?

If the recipient hasn't received a successful Naira transfer, don't worry! Simply share the transaction reference with our support team. We'll provide a 30-digit Session ID so the recipient can contact their bank to trace the transaction.​

If this has been done and the beneficiary has yet to be credited, please reach out to our support team for help.

What can I do if the recipient hasn't received a successful GBP or EUR withdrawal?

If the withdrawal has exceeded the expected timeline, please share the transaction reference with our support team, who will share a valid receipt.

After this, have the recipient send the valid receipt to their bank to trace the funds.

What can I do if the recipient hasn't received a successful KES, TZS, or UGX withdrawal?

After your withdrawal of KES, TZS, or UGX is completed successfully, if the recipient has not yet received the funds, please provide the recipient's account statement to our support team.

Kindly note that NGN withdrawals are processed by payment processors and may not reflect your name. However, you can share the Session ID and your account statement as proof.

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