Bank transfer status

Use this guide when a bank deposit, withdrawal, or returned transfer has not arrived as expected. It explains the status Tuyo can confirm and the information needed to locate one transfer safely.

Supported transfer types and timing

• USD: ACH and domestic Wire transfers are supported. ACH transfers normally take 1–3 business days.
• EUR: SEPA transfers are supported. They often arrive immediately or within 24 hours, although some can take up to 5 business days.
• MXN: local transfers are supported when an MXN account is available in the app.
• SWIFT deposits are not supported. A SWIFT deposit is returned to the sender and can take around 15 days to come back.

These are normal service windows, not delivery guarantees. Weekends, bank holidays, the sender’s bank, and a provider review may affect when funds appear.

Transfer rules

• EUR deposits: transfers from an account in your own name, employer payroll, and payments from businesses are accepted. Personal peer-to-peer transfers from another individual (for example, friends or family) are not accepted and are returned to the sender.
• These sender rules concern EUR. USD and MXN have different rail and residency rules; do not apply an own-name-only rule across all currencies.
• A maximum of 2 deposits in any 24-hour period is allowed. After the limit is reached, wait until 24 hours have passed from the last accepted deposit before trying again.
• The account and transfer must pass the required verification and provider checks.

EUR account holder name

EUR virtual accounts now use the customer’s name. Existing IBANs remain unchanged. Use the beneficiary name in the current account details and refresh saved payment instructions. This name change does not itself enable personal third-party deposits.

What each status means

Status shown by Tuyo	Customer-safe meaning	What happens next
Pending or Processing	The transfer is recorded and has not reached a final state.	Keep the conversation open while it remains inside the applicable service window.
In review	The transfer is recorded and is being reviewed by the banking provider.	No additional action is required unless Tuyo asks for specific information. Keep the conversation open.
Refunded or Returned	Tuyo records that the transfer was sent back on the date shown.	The sender’s bank controls when the return is posted. Tuyo cannot promise an exact arrival date.
Processed, Completed, or Settled	Tuyo records the transfer as completed.	If the customer still cannot see the funds, Support must reconcile the mismatch before giving a definitive answer.

Information Support may request

To identify one transfer, provide:

1. whether it was incoming or outgoing;
2. the currency and amount;
3. the approximate transfer date; and
4. the bank reference, if available.

If no unique transaction matches, Support may ask for a receipt or confirmation showing the sender and destination names, amount, date, currency, and reference. You may hide unrelated balances and transactions. Never send passwords, card credentials, login codes, or a full bank statement.

Quick text guide

1. Open the conversation and confirm whether the transfer is incoming, outgoing, or a return.
2. Confirm the currency, amount, and approximate date.
3. Tuyo Support compares those details with the current recorded transaction state.
4. If no unique transfer matches, send the guide-approved receipt information above.
5. Pending and in-review transfers remain open. A processed-but-not-received mismatch is sent to a specialist.

What Tuyo will not promise

Tuyo will not promise a precise completion or return time, claim that a provider review will pass, ask you to retry a transfer while its status is uncertain, or describe private provider or compliance reasoning that is not present in the recorded status.

For account availability, supported currencies, and setup rules, see Bank accounts availability.