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Payments & Transactions

Where can I find my IBAN?

You can find your account details by taking the following steps:

Satchel Web Client office → Sign in to your Satchel account using a One-time Password → Go to the Accounts tab on the left side of your screen → Click on the Account that you need the information for → Click on the Funding Instructions tab and expand the details.

Satchel Mobile app → Sign in to your Satchel account → go to the Accounts tab → Click on the Account that you need the information for → Click on the Funding Instructions tab.

How long does it take to transfer money from my Satchel account?

The processing time for outgoing transfers depends on the transfer type. Internal system transfers are instant. SEPA transfers take between 1-2 business days. SWIFT transfers take between 3-5 business days.

I want to send/receive a transfer in other currency than EUR, what should I do?

International outgoing/incoming money transfers in other currencies than EUR are available only via our Shared IBAN service. To order accounts in other currencies, please submit a SWIFT order form and we will get back to you with the most suitable solution for your transactional needs.

SWIFT order form

I did not receive a transfer in its full amount. Were additional fees charged?

We do not charge any fees when you deposit money to your Satchel account via a bank transfer. However, when making an international payment, the sender can choose you as the party that covers the outgoing transfer fees. Additionally, when receiving SWIFT transfers, the correspondent (intermediary) bank may deduct processing fees, hence a smaller amount can be credited to your account.

I did not receive an incoming transfer. What should I do?

In case a transfer that was sent to you has not been credited to your account, you should obtain a payment confirmation from the sender and send it to our Customer Support team at [email protected] or via chat.

I made a transfer to a wrong IBAN. What should I do?

If you made a transfer to a wrong IBAN, please immediately notify our Support Team at [email protected] or via chat and ask them to initiate a Payment Recall.

Please note, that if the transfer has already been credited to the recipient’s account, we will not be able to reverse the transaction. In this case, we would advise to contact the recipient directly and ask for a return.

How can I make a transfer to another Satchel account?

To make an internal transfer, you will only need the short account number of the recipient.

Choose the “Internal transfer” payment type in your Client office, enter the account number, and the system will automatically search the database. After selecting the beneficiary, you will be requested to enter the amount of the transaction and confirm the payment. The transfer will be executed instantly.

Can’t find your answer?
Contact our support team at +370 5214 1818
or by submitting the form below