What Does “Pending Load Released 14 Days Unknown Sender” Mean?
We have received funds from an account that is not in your name, therefore the amount is held for 14 days.
Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by Crosscard Payout Mastercard.
Due to the complicated risk management systems that make it possible to offer this function to you, please be aware of the following:
- If a third-party bank account is loading your Crosscard prepaid Mastercard for the first time, we MAY, under certain circumstances, automatically hold your funds for a 14-day clearing period. We ask for your understanding, as this is required due to EU regulations in order to prevent fraud and money laundering.
- A bank account is considered to be a third-party account if the account holder name is not exactly the same as the card holder name for your Crosscard prepaid Mastercard card account.
- After 14 days this load and further loads from this bank account will be available as soon as we have received them, as long as you do not exceed your account loading limit, which is dependent on your identification level.
If you prefer not to wait 14 days, please follow the instructions below and funds may be released by our customer service team:
When you are sending funds from your own account and we mistakenly hold the funds:
- Send an email to firstname.lastname@example.org and attach a copy of your transfer confirmation showing you as the account holder and the bank account number you transferred from (high-resolution colour scan, photo or screenshot of your online banking account). If this copy meets common quality standards, we can manually release the transfer and credit it to your Crosscard account immediately.
If the transfer has not been made from your own bank account:
If the transfer has been made from a third party, for example your employer or a public authority, please send an email providing documents that prove the source of your funds.
Source of funds examples are:
- Salary payments: copy of your salary statement showing the account details of your employer, the amount and the payment reference;
- Social care, unemployment or child benefits: notice of approval;
- Sale of goods or services: invoice, purchase agreement or contract;
- Insurance disbursement: insurance policy for respective dividends or disbursement after cancellation;
- Deposit dividends: statement of your deposit.