Please contact our Customer Service team as quickly as you can, to enable us cancel and refund the erroneous transfer. Refunds reach your account within 3-5 working days, depending on your bank’s policies for accepting refunds - which Ping Express unfortunately has no control over.
Also be aware that once a transactions status is set to "COMPLETE", it will not be possible to get the transaction cancelled or stopped.
Whenever you refer friends & family members
This is not uncommon so no need to worry, particularly if this is your first time sending money on Ping Express.
It is a standard security measure by your bank to protect you.
Some banks may contact you automatically with an automated phone call to ask about the payment. Simply say that you want to allow future payments to Ping Express and then head back to try the payment again. You'll receive an email confirmation when it goes through successfully.
If you haven't already heard from your bank, here’s what you should do:
1. Ring the number on the back of your card
On the back of your debit card you should see a phone number for your bank’s card enquiries department. Give them a call. Some centralised call centres can't see flagged payments so, if needed, be sure to ask for the card services team.
2. Say that you want to be able to make payments to Ping Express
Let them know that you were making a payment to Ping Express and your payment was declined. Explain that you would like to be able to make future payments to Ping Express. They should be able to mark us as an approved merchant on your account while you're on the call.
3. Head back to www.ping-express.com and try your payment again
4. Once a payment is successful you will shortly receive an automated confirmation.
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