USD Transfers: Missing, Delayed, or Rejected Deposits

This article explains what to do if a USD transfer to your KAST USD Virtual Account is missing, delayed, rejected, or returned.

A USD Virtual Account powered by our bank partners can receive eligible USD bank transfers using the bank details shown in your KAST app. Once a transfer is successfully received and credited, the funds will be added to your KAST USD Spending Account. The USD Virtual Account is a deposit account that allows you to hold fiat, funds/e-money.

Always use the exact USD Virtual Account details shown in your KAST app. Incorrect account numbers, routing details, recipient names, references, or SWIFT details may delay, reject, or return a transfer.

Before You Start

Before contacting support, check:

• The sender used the exact account details shown in your KAST app
• The transfer type is supported for your USD Virtual Account
• The transfer was sent in USD
• The transfer was sent to your USD Virtual Account, not to your 16-digit KAST card number
• Enough business days have passed for the transfer type
• The sending bank has not requested additional information from the sender

Typical Transfer Timing

Transfer timing can vary depending on the sending bank, cut-off times, weekends, holidays, and processing time.

These timings are estimates. Some transfers may take longer if additional review is required or if the sending bank needs more information.

If a USD Transfer Has Not Arrived

If someone sent money to your USD Virtual Account and it has not arrived yet:

1. Confirm the sender used the exact account details shown in KAST.
2. Check whether the transfer type is supported for your USD Virtual Account.
3. Confirm the transfer was sent in USD.
4. Allow for normal settlement timing:
   • ACH: usually 1–3 business days
   • Fedwire: often same day
   • SWIFT: usually 1–5 business days
5. Ask the sender to check whether their bank or payment provider requested additional information.
6. Ask the sender to confirm whether the transfer was completed, still pending, cancelled, rejected, or returned.
7. Contact KAST Concierge if the transfer is delayed beyond the expected timing.

If the transfer is still within the normal processing window, please wait until the expected timing has passed. Contact KAST Concierge if the transfer is delayed beyond the expected timing, was marked completed by the sender’s bank but still does not appear, or the sender says the transfer was rejected or returned.

All incoming transfers may be screened for security and compliance. If a transfer is flagged, it may be held for review before it is credited, rejected, or returned.

If a Transfer Is Delayed

A USD transfer may be delayed because of:

• Incorrect or incomplete recipient details
• Incorrect routing number, account number, SWIFT code, or reference information
• The sender used an unsupported transfer type
• The transfer was sent in the wrong currency
• Weekend, holiday, or bank cut-off timing
• Additional checks by the sending bank
• Additional review before the transfer can be credited
• Operational processing time

If KAST needs more information, KAST Concierge may contact you with next steps. In some cases, the sender may need to provide information to their own bank or payment provider.

What Happens if a Transfer Is Rejected?

If a USD transfer cannot be accepted, it may be returned to the sender. The timing and return process can depend on the sending bank and the transfer method used.

KAST may not always receive the exact reason for a rejection or return. The sender may need to contact their bank or payment provider for the latest status and return tracking.

If you believe a transfer was rejected or returned, contact KAST Concierge with the transfer details.

Can a Transfer Be Held for Review?

Yes. Incoming transfers may be reviewed before they are credited to your KAST balance.

During review, the transfer may not appear in your KAST balance immediately. Depending on the review result, the transfer may be:

• Credited to your KAST balance
• Held while additional information is requested
• Rejected
• Returned to the sender

If additional information is required, KAST Concierge may contact you with the next steps. In some cases, the sender may also need to provide information to their own bank or payment provider.

Can I Receive International USD Transfers?

If SWIFT is supported for your USD Virtual Account, you may be able to receive international USD transfers. The sender must use the exact SWIFT receiving details shown in your KAST app.

International transfers can take longer than domestic transfers and may require the sender to provide complete transfer details.

Can I Receive Push-to-Card Transfers to My KAST Card Number?

In most cases, no. Your 16-digit KAST card number is designed for spending, not for receiving push-to-card transfers such as Visa Direct or OCT payouts.

If you are expecting a USD payout from an employer, platform, exchange, or payment provider, use the USD bank transfer details shown in your KAST app when available.

What to Include When Contacting KAST Concierge

To help KAST Concierge review the issue, include:

• Your KAST account email
• The transfer amount and currency
• The transfer type, if known: ACH, Fedwire, or SWIFT
• The date the transfer was sent
• The sender’s name
• The sender’s bank or payment provider
• Any transfer reference, receipt, trace ID, confirmation, or payment proof from the sender, if available
• The account details used by the sender, if available
• A short description of what happened, such as delayed, rejected, returned, or missing deposit

Do not share sensitive information unless KAST Concierge asks for it through an official KAST support channel.

FAQ

Why has my USD transfer not arrived yet?

Your transfer may still be processing, under review, delayed by the sending bank, or missing required information. First check the expected timing for the transfer type and confirm the sender used the exact USD Virtual Account details shown in KAST.

Why can’t I see a pending USD transfer in KAST?

Pending or failed deposits may not appear in your KAST transaction history. A USD transfer usually appears after it has been completed and credited to your KAST account.

When should I contact KAST Concierge?

Contact KAST Concierge if the transfer is delayed beyond the expected timing, the sender’s bank says the transfer was completed but it still has not arrived, or the sender says the transfer was rejected or returned.

Can KAST control transfer timing?

No. USD transfer timing can vary. KAST Concierge can review the information available to KAST, but KAST cannot guarantee timing or manually speed up a bank transfer.

Will KAST notify me if more information is needed?

If KAST needs more information from you, KAST Concierge will contact you with the next steps. The sender will also need to check with their own bank or payment provider if the request is on the sender’s side.

What happens if more information is needed?

KAST Concierge may contact you with next steps. In some cases, the sender may also need to provide information to their own bank or payment provider.

What should the sender do if the transfer is missing?

The sender should contact their bank or payment provider and ask for the current transfer status, transfer confirmation, trace ID, or return information. This information can help KAST Concierge review the case.

Can a rejected transfer be resent?

In some cases, the sender may be able to resend the transfer after correcting the issue. The sender should first confirm why the original transfer was rejected or returned and make sure the exact account details shown in KAST are used.

Are fees charged for USD transfers?

Fees may apply depending on the transfer type, sending bank, and the account details available to you. Any applicable KAST fees should be shown in the app or communicated by KAST before you use the feature.