When you attempt to make a deposit using a payment card, funds may be deducted from your bank statement without appearing in your Neema account balance immediately. This situation typically occurs when a card transaction undergoes additional verification or results in a temporary authorization hold by your issuing bank
What is a Temporary Authorization Hold?
A temporary authorization hold is a pending charge placed on your card by your issuing bank when a payment attempt is processed.
If the payment was successful: Neema credits the funds directly to your Neema account balance once our payment processor confirms the transaction.
If the payment failed: The transaction will not complete. The pending charge on your card is released back to your bank account once official failure documentation is provided to your bank.
Details Required for Investigation
To enable the Neema support team to investigate the payment status with our credit card processor, you must provide specific details about the missing transaction.
Gather all of the following details from your bank statement or banking app before contacting support:
Transaction date: The exact date the card charge occurred.
Transaction amount: The precise sum and currency charged to your card.
Last 4 digits of the card: The final 4 digits of the card used for the deposit.
Card expiration date: The month and year of expiration for the card used (MM/YY).
How the Investigation Process Works
Follow these step-by-step instructions to resolve a missing card deposit:
Locate the missing card deposit in your primary bank account statement or banking app.
Collect the four required details: transaction date, transaction amount, last 4 digits of the card, and card expiration date.
Send the gathered transaction details( 1 and 2) to Neema Customer Support through the in-app chat, whatsapp or email
Wait for Neema to verify the transaction status with our credit card processor. Confirmation from the credit card processor can take up to 3 business days (excluding Fridays, Saturdays, and official public holidays).