Having trouble with transactions, transfers, settlements, or refunds with your Business Account? Find answers to frequently asked questions below.

Anything not covered? Check out our troubleshooting articles on using your Business Account and cards (link). If you still have any questions, please contact us via in-app chat or give us a call on +44 128 389 6876.

Transactions

I believe my account has been subject to fraud. What should I do?

If you suspect there’s been fraud on your Business Account, we recommend freezing all cards in your account, both physical and virtual.

1. Open the Teya Business app and go to Business Account.

2. Go to the Cards tab.

3. Go through each card individually and tap Freeze.

Please also contact us via in-app chat or give us a call on +44 128 389 6876 to let us know and discuss next steps.

Why is my transaction still pending?

Payments can take up to two working days to complete, so it’s likely your transaction is still being processed. Almost all debit card purchases will immediately show as pending in your online bank account or banking app while the transaction is being processed.

I’m unable to make an online payment. What should I do?

Please check the following:

• Your card details have been entered correctly.

• Your card is Active and has enough money to make the payment. See how to check that here (link).

• The billing address matches the address registered to your Business Account.

• Your 3D Secure One Time Password has been entered correctly, if applicable.

If you’re still unable to make the payment, please contact us via in-app chat or give us a call on +44 128 389 6876.

Money transfers

I can’t transfer money out of my Business Account. What should I do?

Please check the following:

• You have enough balance to transfer the money out.

• You have entered the recipient’s details correctly. Go to the Transfers tab and click on a recipient to see their details.

Please note: we don’t currently support international bank transfers from your Business Account.

I haven’t received the money from a bank transfer yet. What should I do?

Bank transfers can take up to one working day to settle into your Business Account. Please check with the sender’s bank if the money has left their account. If it has and you still haven’t received it, please contact us via in-app chat or give us a call on +44 128 389 6876.

Sales settlements

I’m not receiving my sales settlements. What should I do?

Your Teya transactions are settled the next working day, excluding weekends and bank holidays. Transactions made on Fridays will appear in your account the following Monday. If you’re experiencing additional delays, please check out our guide on why you haven’t been paid your settlement, contact us via in-app chat or give us a call on +44 128 389 6876.

Chargebacks and refunds

How do I report a transaction and initiate a chargeback?

There are two options you can choose from:

1. Contact the business you made the purchase from directly. This is the fastest way to get your money back.

2. Follow the instructions on this chargeback form and email it to help@teya.com with the subject Business Account chargeback request.

Please note: chargebacks usually take 30-60 days after the request has been submitted. There is no guarantee that your request will be successful and that your money will be recovered.

Can I get a refund for something I bought with my Business Account card?

Refunds are processed via individual vendors and are initiated by the business you made the purchase from. We can’t initiate a refund to your Business Account.