If you’ve initiated an outgoing transfer from your Sogexia account and the funds haven’t yet been debited, there are several possible explanations for the delay. Here’s how to check and resolve the issue.
Check the following:
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Processing times
Outgoing transfers are processed in specific cycles twice daily (at 11:30 AM and 1:10 PM, Monday to Friday). Transfers initiated outside these times or on a public holiday will be processed on the next working day.
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Sufficient account balance
Ensure your account has enough funds to cover the transfer amount. If the balance is insufficient, the transfer won’t go through, and you’ll need to top up your account before trying again.
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Check the status in "My Transfers"
Visit the "My Transfers" section in your client area to confirm the status of the transfer. The transaction will also appear in the “Upcoming” section if it’s scheduled but not yet processed.
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Security checks
Occasionally, transfers may be temporarily held for additional security checks to comply with regulations. This can cause minor delays. We recommend checking your email to ensure no requests for further information regarding the transfer have been sent to you.
What to do if the transfer is still pending?
If the transfer remains pending after 24 to 72 working hours:
- If the funds haven’t been debited, contact our customer support via the contact form. Provide details such as the amount, date, and beneficiary for further investigation.
Tips to avoid delays
- Process during transfer hours: Schedule your transfers during processing times to ensure timely execution.