Payment failed or returned? Troubleshooting
Use this guide when a payment doesn't go through as expected.
A payment failed or was returned
| Reason | What to do |
|---|---|
| Insufficient funds | Check your SiFi balance and try again. |
| Name doesn't match the bank's records | Ask the partner for their exact legal name and update the payment method. |
| Invalid account | The account may be closed or restricted. Check the details with the partner. |
| Bank processing error | A temporary problem at the receiving bank. Wait and try again, or contact support. |
Open the transfer in Payments → Transfers to see the exact error.
My partner received less than I sent
This happens with SWIFT payments when fees are deducted on the way:
- SHA (Shared): you pay your fees; the beneficiary's bank may deduct its own.
- BEN (Beneficiary pays): all fees are deducted from the amount sent.
- OUR (You pay all fees): you also cover the beneficiary's bank fees, so they normally receive the full amount, though an intermediary bank may still deduct a small fee.
My local transfer wasn't instant
- The amount was over SAR 20,000, so it went through SARIE.
- It was sent after 3 PM, at the weekend or on a public holiday, so it's processed the next working day.
A payment is stuck in "Processing"
- Check the expected arrival time on the payment.
- SWIFT payments take 1–3 business days.
- Well past the expected time? Contact support.
I can't add or verify a payment method
- Check the account holder name matches the partner's legal name.
When you add a local IBAN, SiFi fetches the account holder name from the bank.
If it doesn't match the partner name you entered, you'll see a mismatch flag.
The flag is for information only: you can still send, but check the details with your partner first, because a name that doesn't match the bank's record is a common reason for rejected transfers.
Separately, a payment method fails verification if the account holder name doesn't match the bank's record or the IBAN can't be verified, and you can't send a transfer until the method is Active. - Local: the IBAN is 24 characters and starts with SA. Local checks are instant, so a failure usually means the details are wrong.
- SWIFT: the SWIFT/BIC code is 8 or 11 characters.
- Correct the details and save; the check runs again automatically.
"This IBAN is already registered for [partner name]"
SiFi blocks saving a payment method that already belongs to another partner.
- Same partner: cancel and use the existing partner.
- Different partner: a payment method can belong to only one partner. Decide which partner keeps it and use a different payment method for the other. See "IBAN already registered to another partner".
My payment needs approval
It's waiting for an approver. Check with your approvers or ask an admin about your approval policy.
Still stuck? Email support@sifi.sa with the payment details, in Arabic or English.