Questions and Answers
Have a question? Look here.
What fees do you charge?
E-Money & IBAN Services Fees can be found in our section fee here.
Do I need to be an EEA resident to open an account?
Residents of the European Economic Area and the United Kingdom can open an account.
What is the age limit?
To open an individual account 18 years old is the minimum.
Can I receive my salary and third party transfers to my account?
Yes. You can receive transfers from your employer or third party in your Pilsenga account.
Why has my Balance not been updated following a bank transfer?
SEPA transfers could take up to 48 working hours to process. SEPA instant scheme, might be received in a few seconds.
If you need assistance contact our support team at support@pilsenga.com
Why hasn’t the recipient received the money?
SEPA transfers could take up to 48 working hours to process. SEPA instant scheme, might be received in a few seconds.
If you need assistance contact our support team at support@pilsenga.com
How can I cancel a transfer?
Once the transfer is requested, the approved payment instruction passes to our payment partner, they continue the process and the transaction will be completely processed. There is a short period of time in which the transfer could be canceled.
If you wish to cancel or recall your transfer please contact our support team at support@pilsenga.com and we will let you know if the request is possible for your transfer.
Why is my beneficiary not allowed?
As a Program Manager of a regulated financial institution, Pilsenga is not allowed to provide payment services to certain countries, banks, and entities.
Pilsenga doesn’t currently support:
– Other currencies than Euro bank transfers
– SWIFT transfers
Pilsenga does not currently support transfers to the following countries: Afghanistan, Belarus, Bosnia and Herzegovina, Burundi, Cuba, Ghana, Guatemala, Iran, Iraq, Laos, Libya, Myanmar / Burma, North Korea, Russia, Somalia, South Sudan, Syria, Venezuela, Yemen.
Why has my transfer failed?
There are multiple reasons, but most common are:
– Exceeding transfer limits. Check your limits in the agreement we sent by email when you signed up.
– Incorrect recipient details. The beneficiary bank may have rejected the transfer if the recipient account details don’t match
– Recipient account closed. The account you’re transferring may not be able to accept SEPA transfers or may have been closed.
– Insufficient funds. Not enough funds to complete the transfer.
Remember only SEPA Payments transactions are allowed.
If you need more information please contact our support team at support@pilsenga.com.
If the transfer is failed or declined, the funds will be returned to your Pilsenga account.
Why has my transfer been declined?
There could be some triggers activated for security reasons, for example, the first time you transfer to a beneficiary or the amount of the transfer exceeds the usual amount operated.
Probably you´ll have to send more information to do the transaction.
Please contact our support team at support@pilsenga.com.
If the transfer is failed or declined, the funds will be returned to your Pilsenga account.
Why is my transfer still pending
Bank transfers could take up to 48 working hours to process.
It usually happens due to one of the following reasons:
– No processing by some banks on weekends and bank holidays
– Additional processing checks by our payments partner/recipient bank
– Requirement of additional information for processing. In this case our support team may contact you.
– Incorrect recipient details (beneficiary name, beneficiary account number, beneficiary bank BIC code/sort code, etc. ) that could delay the process.
If you need assistance you can contact our support team at support@pilsenga.com
Why was I charged a fee for my transfer
E-Money & IBAN Services Fees can be found in our section fee here.
