Did your recipient tell you they have not received the money you sent through the Capitec app? Here is what to do.

When a cross-border payment appears successful on your side, but your recipient has not received the funds, this can be concerning — but in most cases, it can be investigated and resolved.

Before contacting us, please check the following:

• Open your Capitec app and go to your transaction history
• Confirm that the cross-border payment shows as successful on your side
• Please note that cross-border payments require 24 hours to be cleared and reflected on the recipient's side—if it has not yet been 24 hours, please wait before reaching out.

If the full 24-hour period has passed and your recipient has still not received the funds, please contact us with the following:

• Your Capitec identity number — the ID or passport number linked to your Capitec account
• The amount sent and the date of the transaction
• Proof of payment in PDF form from your Capitec app, showing the amount, date, and reference number

Once our team receives all the required information, we will investigate the missing funds with the relevant partner in the recipient's country. Please note that this may take some time as it requires confirmation from the receiving partner. You will be notified as soon as we have an update on your transaction.