Money deducted from my bank after an Ozow top-up, but it's not on my Spot app. Why?

Ozow is the easiest, safest and most reliable way to instantly top-up your Spot account. However, even the most secure systems experience technical glitches and Ozow is no exception. While these occurrences are rare, sometimes they're caused by a break in connection between systems which results in the funds not reflecting on your Spot account.  

Don't stress, we're usually able to figure out what went wrong by using a process of elimination:

1. Login to your bank's online platform to check if the funded weren't deducted and then subsequently reversed back to your account. A break in connection can cause a transaction flow to be interrupted. Your bank may reverse the transaction shortly after the deduction as a result.
2. If you're certain the funds have gone out of your bank account and no reversal has occurred, send us proof of payment such as a bank statement or screenshot of the deduction on your  online bank's transaction history to [e-mail]. Our team will use this to search our system for the missing funds. If we can confirm that the funds reached Spot, we'll immediately allocate the funds to your app and they'll available on your account.