My payment has not arrived yet, what can I do?

If your deposit has not been credited for more than one week, we will be happy to initiate an investigation for you.

To enable us to check the transaction we need a copy of the deposit receipt or further data about your transaction, e.g. name, bank account number, bank code or IBAN of the account owner, as well as date, amount and reference. 

To be able to process your request we additionally require your service PIN. You can find it under the menu item ''Settings'' -> ''Access Data'' in your personal customer account. 

Upon receipt of the verification, we will investigate your request accordingly.