If your bank card withdrawal has been completed but the funds have not arrived after 3 working days, you can request an Acquirer Reference Number (ARN) through the chatbot. The ARN helps your bank locate the transaction.
How to create an ARN request
Open the Chat in your app or web version and follow these steps:
Step 1
Select Check my withdrawal and the chatbot will help you verify the status of your withdrawal.
Step 2
The chatbot will ask you to send your Withdrawal ID. You can find it in the withdrawal transaction details inside the app.
💡 The Withdrawal ID may also appear as:
Request number
Transaction number
Make sure to copy the ID from the withdrawal transaction you want to check.
Step 3
After finding the Withdrawal ID:
Tap Enter transaction number
Paste or type the Withdrawal ID
The chatbot will then display the withdrawal information related to that transaction.
Step 4
Choose the withdrawal transaction that has not arrived in your bank account yet from the list shown by the chatbot.
Step 5
If more than 3 working days have already passed since the withdrawal was completed, select Timeframe has passed.
Step 6
Select Send request to Billing Team to create the ARN request. Your request will then be sent for review.
Important notes 💡
ARN is available only for bank card withdrawals.
Requests are reviewed in the order they are received.
To help avoid delays, please do not submit multiple requests for the same withdrawal.
You can access the chatbot 24/7 directly from the app or web version.