If your OSKO/NPP top-up hasn't reached your Weel account balance yet, work through this checklist to find out why, or check typical transfer times first.
Steps
- Check whether this is the first transfer you've sent to this Weel account. First transfers can take up to 7 business days, even if your bank supports NPP. Later transfers are much faster, so if you're past this window, or it's not your first transfer, move to the next check.
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Check whether you sent the transfer via RTGS. Weel doesn't support RTGS deposits. Unlike the other checks on this list, an RTGS transfer doesn't automatically bounce back to you, it simply won't arrive.
- If this is what happened, contact Support straight away with a bank statement and proof of remittance (trace number). Recovery is a manual process and can take up to 10 business days. See Understanding RTGS Deposits to Your Account Balance.
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Check that the sending account's name exactly matches your business's registered legal name. This is the most common reason a transfer doesn't arrive. An automatic AML/CTF check runs on every incoming transfer, and even close variants fail it, for example your bank sending its own name as the payer, a shortened version of your business name, or a transfer from a related entity such as a parent company, subsidiary, or a director's personal account.
- If the name doesn't match, the transfer is automatically returned to the sender, and Weel emails your account's Owner and Admins. See How to fix a rejected BSB transfer to your Weel account, including how to arrange funding from a related entity's account in advance.
- Check whether your Weel account is paused. A compliance hold, an unpaid subscription (3 or more months outstanding), restricted-country activity, or an admin-initiated freeze all cause incoming transfers to be automatically returned. Contact Support if you're not sure of your account's status.
- Confirm you used the exact BSB and account number for your Weel account balance. Retype errors send funds to the wrong destination, and unlike the checks above, a transfer sent to genuinely incorrect details generally can't be refunded. Use the Copy buttons in Settings → Account balance → Transfer funds rather than retyping these details.
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If none of the above explains it, contact Support. There's no separate status page or tracker for a manual bank transfer, unlike Direct Debit, which has its own progress tracker. Once a transfer is matched and processed, it simply appears in your Transactions list as "Account top-up." Contact Support (in-app messaging or help@letsweel.com) with:
- The exact payer/remitter name your bank transmitted with the transfer (not what you intended to send, but what actually appears on your bank's transaction receipt or statement, since this can differ from your business name without you realising)
- The amount
- The date and time you sent it
- A copy of the transfer receipt.
What happens next
If delayed or rejected transfers keep happening, consider switching to Direct Debit instead of sending transfers yourself. Weel automatically pulls your top-up amount from your linked bank account once your balance drops below a threshold you set, which avoids the name-matching failure mode entirely for that linked account.