What to do when a bank-transfer top-up is not showing

A SEPA or bank-transfer top-up is different from a card top-up. Even if your bank labels the transfer as instant, it must still be matched to the correct Smart Fuel Pass account before it appears in your balance.

Always enter the requested payment reference — normally your client contract or client account number — exactly as shown in the portal or payment instructions. A transfer without the correct reference may not be identifiable and can be delayed or returned.

If the transfer is not showing:

1. check that the beneficiary account, amount and currency are correct;
2. confirm that the client contract/account number was entered in the required reference field;
3. allow time for the incoming transfer to be received and reconciled with your Smart Fuel Pass account;
4. do not send a second transfer merely because the first one is not yet visible.

For support, provide the client contract/account reference, transfer date, amount, currency, sender name or IBAN, and payment confirmation. You may hide unrelated balances and transactions.