Firstly, please make sure that the standard time frame has passed. SEPA payments usually take 1-2 business* days, while SWIFT transfers take 1-5 business* days.
If the transfer has not reached your account by then, please contact us directly by reaching out via the red chat button on the bottom right corner of our website, or submitting a ticket to us directly at Submit a request – Simplex and selecting "Simplex Banking" as your product.
For further investigation, we kindly ask you to attach a copy of the transfer extracted from your bank in PDF format and specify which payment method was used (SWIFT/SEPA).
* weekends and holidays excluded