Overview
If your transaction has been rejected due to Travel Rule requirements, there are a number of reasons this can happen. This article explains the most common causes and what you can do.
Check your details first
The most common reason for a Travel Rule rejection is that the information provided is incomplete or inaccurate. The details you provide must be valid, complete, and match the details held by the sending or receiving institution where required. Something as simple as using a shortened or informal name can cause a rejection if it does not match the legal name on record for example, "Dave" instead of "David."
If you have checked your details and everything looks correct, there are a number of other reasons a rejection can occur.
Other reasons your transaction may have been rejected
- The receiving entity did not respond to our Travel Rule request, which is one of the more common causes we see. In this case there is nothing on your end that can be changed.
- The other party may not yet be set up to support the Travel Rule, either because their country does not yet mandate it or because their system does not currently align with Australian standards.
- The transaction did not pass verification or regulatory checks.
Still having issues?
For the most accurate guidance based on your specific situation, reaching out to our support team is the best next step. In some cases, we may not have visibility into the exact reason for a rejection, but we will always do our best to assist where we can.
What happens to my funds if the transaction cannot be completed?
Withdrawals: In most cases your funds will be credited back to your account as soon as all checks have been completed. In some circumstances a withdrawal may be held for manual review, in which case our team will be in touch.
Deposits: Where possible, funds will be returned to the original sending wallet within 10 business days, in accordance with our Terms of Service. Please note that we are unable to return transfers below $10.00. A refund fee may also apply to cover the manual processing involved and any associated transaction costs, with the applicable fee set out on our Fees page.