If you've tried to withdraw funds from your Kuady account and the ATM you used didn't dispense your money, first check the status of the transaction. If it's ‘Pending,’ please continue to monitor the transaction – the bank should process a reversal which will release the hold on these funds and credit your account. If they don’t, it'll be automatically canceled it if it remains ‘Pending’ for more than 14 days.
If the status of the transaction is ‘Complete,’ click on ‘Contact us’ below and submit a ticket. Our team will work to help you resolve the problem and help recover your funds where possible.
Please provide the following information:
- Transaction ID
- Transaction Date
- Transaction Amount
- The bank used
In the ‘Description,’ please include any additional information or error messages from the ATM used, e.g. ‘Out of service’, ‘Unable to perform this transaction’, etc.
Please be aware that you have 75 calendar days to dispute a transaction. Once this period has elapsed, we may not be able to claim the money back on your behalf.
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