How can I find out why a payment or transfer is on hold or rejected?

After a transaction, you'll see the status as successful, on hold, or rejected.

If it's directly rejected, the reason will be shown. And the transferred amount will be fully refunded to the customer.

If it's on hold, you'll be notified once the issue is resolved, and the reason will be displayed on the transaction detail page. The time of hold may vary depending on AML/KYC checks and on a case-by-case basis. Rest assured, your transaction is safe with us.

While we try our best to make every transfer seamless, sometimes it might be put on hold or get delayed. It could be because of the following:

• We’re verifying your identity.

• We are confirming a few other details.

• Your bank is reviewing your transfer.

• We’re waiting for more information from you.

To avoid any further delay, you may email us on customercare@dupay.ae with your tracking number (MTCN). If need be, we may contact you to verify sender/receiver details.