When you send money to your Naira Virtual Account, it is usually added to your Cardtonic Wallet automatically. Some deposits are held for review first. A held deposit is not lost. It stays with us until our team approves or declines it.
This article covers Naira deposits. For Ghana top-ups, see: How do I top up my Cedi (GHS) wallet?
Check the status of your deposit
Open your transaction history and tap the top-up.
“Flagged”: your deposit is held for review.
“Pending”: we are waiting for confirmation of the deposit. If it is not confirmed, our team checks it.
“Failed”: the deposit did not complete.
“Rejected”: our team declined the deposit.
Why a deposit is held
The amount is high for your verification level.
The name on the sending account does not match the name on your Cardtonic account.
The transfer arrived without the sender’s name, so we cannot check who sent it.
Our team needs to check the deposit for another reason.
How long a review takes
Most held deposits are reviewed within a few minutes, as long as you have submitted the right information, for example your Advanced KYC details or proof that the sending account is yours.
What you can do
If you top up from a fintech, microfinance, or other non-bank account, or your deposit is high for your verification level: complete Advanced KYC. It confirms your identity and the source of your funds. Go to “Settings”, then “Identity Verification”. Then contact support via in-app chat. See: Do I need to complete Advanced KYC?
If the sending account is yours but the name does not match: contact support via in-app chat with proof that you own the account.
If the sending account is not yours: we will return the money to the sending account.
For any other review: you do not need to do anything. Our team is reviewing your deposit.
If your deposit is declined
Declined deposits are rare. If yours is declined, we return the money to the account it was sent from, usually within 2 hours. We will email you when our team approves or declines your deposit.
If your deposit failed
Contact support via in-app chat with the deposit reference.
How to avoid a review
Only send money from a bank account in your own name that is linked to your BVN.
If you top up from a fintech or microfinance account, complete Advanced KYC first. See: What is KYC and how does it apply to Cardtonic?
Please note: If your deposit is still under review after you have submitted the information above, contact support via in-app chat.