Transactions, money transfers, settlements, and refunds troubleshooting

Having trouble with transactions, transfers, settlements, or refunds with your Business Account? Find answers to frequently asked questions below.

Transactions

I believe my account has been subject to fraud. What should I do?

If you suspect there’s been fraud on your Business Account, we recommend freezing all cards in your account, both physical and virtual.

1. Open the Teya Business app and go to Business Account.

2. Go to the Cards tab.

3. Go through each card individually and tap Freeze.

Why is my transaction still pending?

Payments can take up to two working days to complete, so it is likely your transaction is still being processed. Almost all debit card purchases will immediately show as pending in your online bank account or banking app while the transaction is being processed.

I’m unable to make an online payment. What should I do?

Please check the following:

• Your card details have been entered correctly.

• Your card is Active and has enough money to make the payment.

• The billing address matches the address registered to your Business Account.

• Your 3D Secure One Time Password has been entered correctly, if applicable.

Money transfers

I can’t transfer money out of my Business Account. What should I do?

Please check if you have:

• Enough balance to transfer the money out;

• Entered the recipient’s details correctly by going to the Transfers tab and clicking on a recipient to see their details.

I haven’t received the money from a bank transfer yet. What should I do?

Bank transfers can take up to one working day to settle into your Business Account. Please check with the sender’s bank if the money has left their account. If it has and you still haven’t received it, please contact us via in-app chat.

Sales settlements

I’m not receiving my sales settlements. What should I do?

Your Teya transactions are settled the next working day, excluding weekends and bank holidays. Transactions made on Fridays will appear in your account the following Monday. If you’re experiencing additional delays, please check out our guide on why haven't you been paid your settlement.

Chargebacks and refunds

How do I report a transaction and initiate a chargeback?

There are two options you can choose from:

1. Contact the business you made the purchase from directly. This is the fastest way to get your money back.

2. Follow the instructions on this chargeback form and email it to help@teya.com with the subject Business Account chargeback request.

Can I get a refund for something I bought with my Business Account card?

Refunds are processed via individual vendors and are initiated by the business you made the purchase from. We can’t initiate a refund to your Business Account.