Why is my payment stuck?

If you’ve sent a transfer to your Monerium IBAN and the EURe hasn't arrived in your wallet yet, don't worry - this is usually due to standard banking windows or network-related delays. Since Monerium bridges the traditional banking world and the blockchain, your payment moves through two distinct "delivery zones."

Here is a breakdown of why your payment might be taking longer than expected.

1. The Banking Phase (SEPA Transit)

The first half of the journey is handled by the traditional banking system. Even in 2026, standard banking logic applies.

Standard SEPA vs. SEPA Instant: If your bank does not support SEPA Instant, the transfer can take 1 to 2 business days.
Weekends and Holidays: Banks generally don't process standard transfers on weekends or public holidays. If you sent money on a Friday evening, Monerium likely won't receive it until Monday or Tuesday.
Cut-off Times: Transfers sent after your bank's daily cut-off time (often around 3:30 PM – 4:30 PM) are typically processed the following business day.
Haltings: It is possible that when sending a payment to/from your Monerium account, it will be halted by other processors in the payment chain. Those processors can be your bank, our payment processor, and any intermediaries that might be present. If these haltings take place, the payment is manually reviewed during the processor's business hours. We sadly have no control over whether these haltings take place.

2. The Verification Phase (Compliance)

Monerium is a regulated e-money institution. For your security and legal compliance, certain payments are manually reviewed.

First-time Transfers: Your very first deposit can undergo a manual check to ensure your account is fully verified (KYC).
Counterpart: Depending on the counterpart you are transacting with, we might need to manually review the payment due to our regulatory requirements.
Amounts: Depending on your payment's amount and/or your Monerium account's aggregated payment volume, payments may be halted for manual processing until we fulfil our regulatory requirements.
Regulatory Reporting (New for 2026): Under the latest EU and DAC8 regulations, certain high-value or frequent transactions may trigger a brief compliance pause for data collection.

3. The Blockchain Phase (Gas & Minting)

Once Monerium receives your Euros, they automatically "mint" (issue) your EURe on-chain. This is where blockchain mechanics come into play.

Network Congestion: If the blockchain (e.g., Ethereum) is experiencing a massive surge in traffic, the transaction might sit in the "mempool" (waiting area) until it's picked up by a validator.
Gas Fee Fluctuations: Monerium covers the gas fees for the minting process. However, if gas fees spike to extreme levels (e.g., during a major market event), there may be a slight delay as the system manages the cost of the transaction.
Network Choice: Payments on Polygon or Gnosis typically settle within minutes of the bank transfer completing. On Ethereum Mainnet, it can take 15 minutes or longer depending on block times.

What should I do now?

Check your email: Monerium might send you a message if we need your help with compliance related checks.
Verify the Transfer Type: Confirm with your sending bank whether the payment was sent as a Standard SEPA or SEPA Instant.
Wait 24 Business Hours: Allow at least one full business day before reaching out to support.