Why has our top-up not added funds to our Refund Reserve?

There are a few reasons why your top up has not been added to the refund reserve.

  1. Wait time: It takes up to four business once we receive the top-up until they are added to your reserve.
  2. Transfer description doesn't match reference: If you performed a top-up through a bank transfer, our accounting system will automatically match the incoming funds with the opened top-up offer and allocate the funds to your merchant account balance. If you did not provide the reference correctly, our system may not be able to do so and will return the funds to the bank account from which you sent them. Contact Adyen Support if the funds still need to be returned.

Update your setup

Ready to update your setup? We'll direct you to the right place.

Go to your Customer Area
The illustration of support agent wearing a headset.

Do you need additional help?

Contact our support team

Send us the details of your issue by adding images or screenshots.

Submit a request